Shelf Blog: Customer Service

Before you build an agent improvement plan, ask yourself: why spend time recruiting and training new agents if you don’t have to? Most contact centers planned for growth this year, but hiring great talent has been challenging. Companies like xtDirect had to reduce their agent count by 25% due to...

Still getting used to leading a modern customer service team, a largely distributed workforce, adjusting to the ‘new normal’? Chances are your customer service team is too; most agents can’t just tap a coworker on the shoulder like they used to whenever a customer has a question. You need some...

Leaders across all departments—including the contact center—are now dealing with hiring challenges AND problems with legacy technology just a few years removed from the 2020 pandemic. More contact center agents are working remotely than ever before, managers are struggling to boost agent...

How can developing a call center decision tree help your team? Do you know how much time your support team wastes each year finding answers to complex customer questions? Inefficiency costs companies more than you might realize: 516 million hours each year from inefficient software alone according...

This article was originally published in Contact Center Pipeline, the magazine for contact center professionals.  Already experiencing pandemic change, contact centers can expect even more in 2021, at a more rapid pace. Call and ticket volumes continue to rise, and the remote workforce will...

Customer service orgs are under pressure. High volumes, distributed teams, yet same expectations for efficiency. As a natural response, digital transformations are accelerating across the industry, with workplace automation suddenly becoming the new buzzword for contact centers. But are these...

2020 is certainly one of the most fast-paced and challenging times for businesses and contact centers. In fact, things are changing so fast that failing to keep up or simply following a pre-established plan can actually lead to falling behind the pack. In just a few short months, the ‘new normal’...

The term “AI initiative” is often met with curiosity, and hostility. Companies and contact centers that have tested the waters know that an AI initiative is like an iceberg – with benefits peaking above the waterline, while a mountain of painstaking work hides underneath the surface. Time,...

As your support tickets keep coming in, wouldn’t it be nice to use knowledge to deflect a few requests? It took us 20 minutes to find this post on Reddit and yet companies take years to realize that providing content does not mean providing answers. Conventional wisdom suggests the more knowledge...

Customers hate waiting on hold, end of story. Waiting on hold for too long is the #1 complaint of all customers since the beginning of call centers’ existence. However, when a customer calls in with an issue that requires a little more expert knowledge, they are often put on hold for an...

This blog post was originally published on Genesys blog.  The percentage of “difficult” enquiries has more than doubled since COVID19 started to hit the global economy. Forcing companies to be remote places incredible pressure on your communications and support processes. It’s obvious that...

Here are some common issues related to poor customer service. Shift starts at 9:00? Better be at my desk at 8:30 to login and reopen all of the tabs I need. Coworker needs help with a difficult issue? Thank goodness my customer seems calm and can hold for a few minutes while I research a...