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.
It is a ton of work to rip out an existing BPO partner and replace it with another, but it's often the right move. Read our guide on the five best ways to structure the move.
That first interaction with a barista can set the tone for the rest of your day. Walking into my local coffee shop and realizing my usual barista, the one who knows all my quirks isn’t on shift is definitely a nightmare.
Hiring great customer service agents is one thing, but making sure your support team is set up to operate like a well-oiled machine long-term is an entirely different challenge, and that’s where customer service training comes in.
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With more businesses running online and more workers doing their jobs from the comfort of their homes, how has the role of customer service changed? Or rather, how should it change as we move forward?
With nearly every market becoming saturated with endless options and closely competing offers, customers now have more power over your business’s success or failure than they’ve ever had before.
You're not alone: choosing a BPO is notoriously hard and the stakes are high. We built this guide to help you navigate the fragmented and frankly confusing world of outsourcing so you can find a partner that can deliver.
Learn which customer service metrics to track, how to calculate your team’s scores for each one, and how to help your associates improve upon them.
The purpose of measuring ASAT is to proactively identify risks such as burnout or lack of engagement, and ensure the team is happy doing the work they’ve been hired to do.
