We’ve been chatting a lot about customer satisfaction (CSat) recently, but for very good reason; measuring the degree to which your product / service meets customer expectations is critical to the success of your brand, regardless of the vertical or size. In our most recent whitepaper, we provide a playbook for contact centers to use as a guide to improving customer satisfaction. Here, we’re going to discuss 6 secrets your call center can adopt to ensure high caller satisfaction.
Author Archives: Daniela
Whether you’re a customer service director, manager, or representative, reading a few good words of wisdom always seems to help inspire your next course of action. Especially when those words are from veteran leaders, who have said some amazing things about how to interact with your customers, and how to motivate you and your team to succeed.
Let’s take a moment to read through our picks of the 5 most useful quotes for customer service professionals:
We’ve all had our share of amazing customer service experiences, and we can attest that when a company goes above and beyond the call of duty we not only share those experiences, we also become loyal customers. Sometimes these stories don’t get the attention they deserve. In fact, it’s more common that the stories we do hear about are the ones where customers are unhappy because of a bad experience. It’s not fair that we constantly have to shame brands. Let’s take a moment to share 5 amazing acts of kindness from well-known brands across a number of industries.
Here are 5 tear-jerking customer experience stories for you to enjoy.
A recent report discussing the 2017 customer service benchmark researched 500 companies across the globe. It stated that 41% of companies did not respond to a customer service request, 90% of companies did not acknowledge an email had been received (An automated email confirming receipt of an inquiry.) and, 99% of companies did not follow up with customers (Post service follow up to ensure customer satisfaction). Yet, 56% of global consumers say they have higher expectations for customer service now than just one year ago, and that number jumps to 68% for 18 – 34 year-olds. So to sum up, customers have higher expectations and companies are not delivering.
When everyone’s battling to win the same customers, leaders should be scrambling to think of new and improved ways of delivering service. Here are 6 approaches that will add value to the service you deliver.
From bloggers, to analysts, to contact center publications, there are a lot of distinct voices discussing the latest best practices and trends in the call center space. With so many influencers to follow, how do you pick the ones that will add the most value to your Twitter stream? Fonolo is here to help. These 16 tweeters crank out quality content that are sure to provide insight into the contact center industry.
While we definitely didn’t have room to include all of our favourite folks and organizations, we figured this would be an optimal list to get you started. If you value the content from an individual or organization on Twitter, make a point to show appreciation by retweeting or “liking” their posts.
What does customer service mean to you? One might think the answer to that question is universal, but that’s not necessarily the case. People will define customer service in different ways. A retailer might think it means ensuring customers quickly find what they need online or in-store, and a financial institution might think it means ensuring that they respond to customers in a timely fashion. Since Fonolo is a solution built for the contact center space, I started to think about what customer service means to a call center agent. The first thing that came to mind was handling a difficult customer. For a CSR to be successful they have to understand how to deliver customer service in the most challenging of situations – with an irate customer.
To make things easier, we’ve compiled some tips for handling difficult customers. Here they are in no specific order.
As a call center manager, have you ever talked about deploying a call-back solution? If so, you have likely discussed the types of call-back options available to you. Some have the feature built in to their existing call center platform, or can have it added through their software provider while others – who are looking for a more robust solution – typically turn to a third-party vendor. Regardless of the approach, there are two types of call-back methodologies in the market, and oftentimes the call center manager doesn’t realize the vast differences between the two. Before we get into that, let’s talk a bit about call-backs for those of you who are new to the idea.
Facebook, Twitter and other messaging platforms have been battling fiercely to become the de facto channel for business-to-consumer chat. Capturing that title brings with it a powerful position that can be used to influence buying patterns, collect key data, and serve targeted ads.
Earlier this month, Apple jumped into the fray by announcing that iMessage will become a business communication platform. This is possibly the most significant development of the year in “conversational commerce”. As a customer service channel, chat has distinct advantages: it lowers cost for companies by allowing agents to juggle multiple conversations, it makes automated responses easy to blend in (aka bots), and, perhaps most importantly, it is the preferred style of communication for younger consumers. Continue reading →
You’re fighting a pounding headache, your long commute to work is completely mind numbing, and your hot coffee just took a spill all over your new white outfit – let’s face it, you’re having a bad day. Sometimes the best thing to do on these terribly consuming days is to simply laugh it off. I know it can be tough to plaster a smile across your face when you’re feeling less than chipper, but we all know that smiling feels really good! Endorphins and serotonin are all released when a smile flashes across your face, which makes your body relax, and can lower your heart rate and blood pressure. So let’s take the time to smile, especially today, as we observe National Smile Power Day 🙂
Nobody knows who came up with the idea of dedicating a whole 24 hours to this day, but one thing is certain: you can always find a good reason to smile. Smile Power Day is the perfect excuse to shine your pearly whites and show off those dimples.
Last week, Fonolo hosted a very insightful and engaging Google Hangout discussing the secrets behind a successful customer service culture. This fabulous panel of experts discussed how call centers can create a culture of collaboration. To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.
First, let’s take a quick look at the panel of speakers: Nancy Porte from Verint, Adam Toporek from CTS Service Solutions, Jeff Doran from CCEOC Inc., Shai Berger from Fonolo, and Kate Nasser, The People Skills Coach™.