The Best of the Worst Customer Service

There are so many examples of truly horrible call center experiences out there. Just Google ‘worst customer service stories’ and browse through some of the 13.8 million results. As you read about some of these customer service incidents, believe me – the outrage will build:

Achieving Results-Driven Quality in Call Centers

Taking the Right Measurements, Analyzing the Right Analytics and Implementing the Right Coaching Techniques

Putting the Right Measurements in Place
Many people in your organization, from the call center front line to the C-suite, make decisions for your customers and interact with them. To ensure your customers get the best possible service and experience...

Translating the Art of Customer Service into the Science of Quality Measurement

In Quality Assurance World, customer service and customer experience are both vague concepts, given that they are not always easily quantifiable in hard numbers. But as a company that focuses on improving call center quality, it’s our job to capture and measure those obscure data points.

Knowledgeable Phone Reps, the Hold Button and Happy Customers

For the last few years, the mantra of most customer service organizations has been “let’s provide memorable customer experiences.” The customer experience has quickly – and quite firmly – taken the top spot in the goals of most (but not all) organizations.

Call Center Changes Afoot for 2016?

Over the last few weeks, I’ve read several roundup articles of predictions for the call center industry – most of which were written end-of-year in 2015. The predictions largely fell into one of two categories: technical or procedural (though there can be some overlap).

8 Coaching Tactics for Improving the Customer Experience

No matter how skilled a front line customer service agent is, they can always benefit from coaching. Coaching equips a less experienced agent or poor performer with the tools to improve, and motivates high achievers to stay at the top of their abilities. It also lays out a clear path for them to keep challenging themselves to improve.

Handling Difficult Call Center Callers: The Art of Thick-Skin

Yes, the customer experience is ‘all important.’ But even pros will tell you it can sometimes be a challenge.

Practically everyone in business has encountered an angry, hostile customer.

The ‘Effortless Transaction’ & Operational Improvements on Tap for Call Centers in 2016

Effortless Transactions for Effortless Customer Experiences
Divining future trends in the call center industry is guess-work, at best. Predictions tend to run the gamut – more automation, improved workflows, better and more accurate QA. But we’re all in agreement on the rising importance of the ‘effortless transaction.’

Call Center Turnover Negatively Impacts the Customer Experience

Trained Agents Translate Into Customer Retention

Is it any wonder companies are waking up to the power of the customer experience? When customers calculate whether they had a good experience with your company...

Relax the Call Center Script

I recently read a good Small Business Trends article (Encourage Customer Loyalty with Your Call Center) that discussed an issue I’ve previously mentioned in the context of Shake Shack: it is okay for call center agents to leave the script behind when dealing with customers.

The Mechanics of Courtesy: Customer Service Etiquettes Your Company Can’t Do Without

You can have the best product, the greatest sales team and a top-notch repair department, but if your customer service performance doesn’t make the grade, your competition will benefit. Your customers need to know that they matter, that their concerns are important, and that your company is going to be there for them.

The Call Center Customer Experience

Using Customer Data is Effective, But Respect Privacy

A few weeks ago, I read an interesting piece on ‘crossing the creepy line’ published back in 2013 on PACE’s blog (‘Using Context to Avoid Creepy’). The article got me thinking about the fine line between ‘creepy’ and ‘customer service excellence.’ When I hear amazing customer service stories like the Morton’s Steakhouse flight dinner delivery, it’s clear that there are avenues for a personalized customer experience without the unsettling ‘big brother-style’ intrusion.

Call Center Operations: Aisle Huddles and Other Performance Improvement Techniques

Call Center Performance improvement

It’s no surprise to call center managers and supervisors that hiring & training a high-performance front line is only half the battle. Identifying  techniques to maintain or improve performance in call center operations – and using them properly to motivate agents & encourage ongoing excellence – plays a key role in call center quality assurance, as well as operations.