inbound calls

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.

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.

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.

Your Marketing Department Really Cares About Inbound Call Center Activity. At Least, They Should.

Inbound call centers are today’s prized lead generator for marketing departments in the know. It’s not even a ‘secret,’ or ‘industry insider knowledge’ – but rather just another avenue for face-time (so to speak) with consumers who have less and less bandwidth for traditional sales methods.