call-backs

The Power of SMS Technology in Call-Back Communication

By Jessica Suezin on November 19, 2019

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People are busy, often going from meeting to meeting at work, chasing after their kids, running errands, or out and about with friends and family. Moments when they have to get in touch with the customer service call center of a company is met with dread, because they don’t have the time or energy to call, wait on hold, and be passed around from one customer service agent to another to solve their problem. Sometimes, even a simple phone call can seem inconvenient, and the best way to stay up-to-date, or to communicate with a company, is through a simple SMS, or Short Message Service, text message.

Here is why and how your company can implement simple, convenient, and effective SMS call-back technology into your customer service and call center strategy. Continue reading →

Are You Prepared for Unpredicted Spikes in Call Volume? [Slideshare]

By Drew Wilkinson on October 24, 2019

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While today’s tech-savvy consumers are using more non-voice channels to connect with businesses, the act of picking up the phone to quickly and verbally resolve an issue (complex or otherwise) isn’t going anywhere anytime soon. The problem with this? According to an Accenture study, consumers’ top two complaints were:

Having to contact customer service multiple times; and
Being kept on hold for too long.

This consumer pet peeve is exacerbated by the fact that contact centers routinely face expected, and unexpected, spikes in call volume. Expected spikes can be a result of seasonality and promotional events, and unexpected spikes can stem from product recalls or natural disasters.

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How Call Centers Can Prepare For Unexpected Spikes

By Jessica Suezin on September 12, 2019

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When you work in a call center, an unexpected spike in call volume can quickly become problematic. If these spikes are not handled properly, customer loyalty can be lost.

While many call centers expect spikes during particular times of the year (for example, the holidays), there are some increases in volume that cannot be foreseen. Perhaps you’re a retail company and a piece of your clothing was recently featured on a celebrity and now everyone wants their hands on it. Or, you might be a bank dealing with a major data breach. Alternatively, a car company who recently announced a recall might receive a high volume of calls from owners of the model in question.

The good news is that there are many ways a call center manager can prepare for the unexpected. Let’s take a look at a few strategies that can be implemented when an unexpected surge in volume occurs. With these tips, and a few deep breaths, you and your team will be back on top of things in no time.

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Four Strategies to Help Your Team Resolve Customer Service Complaints Quickly

By Jessica Suezin on August 27, 2019

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Want to order pizza for dinner? It will be at your door in 30 minutes. Looking for a date? An app can help you find that special someone. Need some work done around the house? You can summon a handyman that same day. In today’s world, we don’t have to wait too long for just about anything.

Today’s consumer doesn’t just want same-day delivery, they want same-day resolution to any inquiry or complaint they make with a company. According to a report by HubSpot, consumers want service that is both fast and personalized. This means that customer service teams and call center agents are tasked with rapidly resolving tickets without letting the quality of their service drop.

Here are a few strategies that can be implemented to ensure that customers experience a resolution that is both quick and satisfactory.

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Four Podcasts Every Customer Service Manager Should Listen To

By Jessica Suezin on August 13, 2019

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Retail is transforming at an increasing rate, and more than ever. Advances in Artificial Intelligence (AI) are changing interactions between customers and brands and are allowing many of these processes to become automated. However, despite these rapid changes, many customers still prefer interacting with an actual person, whether it’s in store with a floor representative, or on the phone with a call center agent.

But how do we educate ourselves on current customer service practices when the rate of change is near impossible to keep up with? Well, podcasts are a great way for managers and retailers to keep up with the latest trends and strategies in the service vertical. Here are a few suggestions of customer service podcasts we love, and you will, too. They present the latest in customer service research in clear and comprehensive ways, and provide guidance on how to apply this research to improve the experience for your consumers.

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How to Prepare Your Call Center for Seasonal Call Spikes: Utilities [Guide]

By Drew Wilkinson on July 25, 2019

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It’s no secret that once upon a time, utility companies could get away with less than stellar customer service. Nowadays, increased competition means that customers have more alternatives than ever before, and are willing to switch providers if they are unhappy. Even utility companies that operate in a de facto monopoly have regulators mandating certain customer service levels with corresponding CSAT scores.

While utility companies can certainly do their best to control customer service metrics like CSAT, they do not control the weather. Hot or cold, call centers in the utilities industry experience drastic spikes in call volume due to seasonal weather changes and unforeseen weather events. A widespread outage caused by a winter storm or a heatwave can completely overwhelm your organization’s customer service department and its phone lines.

While it would be easier to neglect the customer experience in favor of the “just get it done” mentality that stems from such a drastic increase in call volume, it’s important that your call center aims to please, especially during the busiest seasons of the year. After all, this is how customer relationships are made or broken.

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How the Hotel Industry is Changing Customer Service Patterns Forever

By Jordan Maxwell on July 17, 2019

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Customer service has always been the linchpin that determined success or failure in the hotel industry. Whether it’s housekeeping, restaurant and bar service, or events, members and stakeholders have always had to put customer service first to ensure the health of its bottom lines. With the emergence of Airbnb and its threat to hotel business, coupled with the evolution of technology and its role in the way guests enjoy their experiences, the industry is developing new customer service practices and applications to stay relevant. Tony Elenis, president and CEO of the Ontario Restaurant Hotel and Motel Association (ORHMA), spoke to the changing demographics and issues that are impacting customer service trends in the hotel industry.

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The Lowdown on Downloads: 3 Customer Service Apps to take on your Summer Travels

By Drew Wilkinson on June 26, 2019

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Back in 2009, Apple filed for a trademark on its buzz-worthy phrase, “There’s an app for that.” Almost a decade later, there’s no shortage of apps cluttering up the Android and Apple marketplaces. While many factors are at play here, the growth of the mobile app market has been partly driven by the fact that more and more businesses are integrating mobile apps into their customer service strategies.

When it comes to travelling, people are increasingly reliant on their smartphones. From last-minute flight changes to on-the-ground local expertise, there truly is always “an app for that.” With the Transportation Security Administration calling 2019 the “busiest summer travel season ever,” these three customer-focused apps are not only worth downloading, but can provide valuable insights into what customers expect from businesses.

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CPaaS Expands but Boundaries Getting Vague

By Shai Berger on June 19, 2019

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Six months ago I wrote that “CPaaS is a victim of its own success. The founding principle was to free communications from the grip of the carriers. But now many carriers have a CPaaS offering.”

Some folks responded that the point of CPaaS was not to demote the carriers, and that its success should be judged by the new products that it enables and not by whether it’s a net plus or minus for carriers. I admit it is easy to get wrapped up in, “inside baseball” type discussions. Maybe I spend too much time with analyst types.

So, what is the right way to judge success? What lasting impact do we expect CPaaS to leave?

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4 Customer Service Books Every CS Pro Should Own

By Astrid Monge on June 14, 2019

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As Harry Truman famously stated, “Not all readers are leaders, but all leaders are readers.” Wise words. Although this is true, how do customer service leaders strategically read to a) learn how to turn themselves into optimal leaders; and b) transform their teams into the high-performing customer service engines they aspire to be?

With this being the “Era of the Customer,” it is now more important than ever for customer service professionals to stay ahead of ever-changing trends in the vast landscape that is the customer service and customer experience industries. Yes, an unwavering intellectual curiosity is a must in such an industry, but as you well know, it’s not always enough. There exists a myriad of books out there to choose from, and while it may seem daunting to know where to begin, we Fonolonians can give you a leg-up.

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