I had the opportunity to lead a quality assurance program for a chat project back in 2013. One of the biggest challenges was motivating employees to take ownership of their development.
Conducting your study while using the incorrect sample size comes with the risk of obtaining biased results, and therefore drawing incorrect conclusions. Here's a guide for you.
When done strategically and with proper planning, outsourcing customer service can help create more loyal customers and a healthy, thriving company.
To understand the full benefits of omnichannel customer support, it's important to differentiate it from multichannel customer service and explore some best practices that can improve your service delivery—let’s do that!
With a well-thought-out onboarding plan, your agents will be better prepared for the job and more engaged in the work they do, resulting in a stronger team and happier customers.
How to choose the best phone tool for your customer service team? Craig Stoss breaks down the important considerations so you can pick the right tool for your customers, your team and your business.
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Let’s explore the benefits of outsourcing, guide you through selecting the right outsourcing partners, and help you integrate outsourced services seamlessly into your existing operations.
When comparing omnichannel vs. multichannel support, omnichannel can lead to more effective interactions, but it’s challenging to set up. Let’s take a closer look.
To provide excellent customer service, quality assurance is a vital consideration. We’ll explain why and how you can implement a helpful QA program.
Remote work can be a dream job for some and an opportunity to acquire the top talent for employers. Working remotely is on the rise and provides a wide range of benefits for everyone involved. However, if you’re leading the project, this could present some challenges.
Customers continue to expect more personalized experiences across their digital channels, according to EY America’s 2021 report, “Reinventing the Customer Experience in the Digital-First Era.” That’s why following ecommerce customer service best practices are a critical component of any strategy to gain and keep online shoppers.
Depending on your ticket backlog volume, you might need self-service tools, canned responses, and a ticket prioritization system. Start with these six tips.
