Daniela Puzzo

9 Contact Center Interview Questions (and Answers to Look For)

If you’re on the hunt for great talent, you’ll appreciate how time consuming the hiring process can be. This is the starting point to finding your next great employee, someone who will take part in influencing the company culture and success - that’s no...

Give Your Call Center a Customer Service Makeover

Some people tend to go through life without making changes to their appearance. Others frequently change their look to reflect current trends or change with the seasons; women sometimes go from long hair to short, men often grow a beard. Regardless of the change,...

Unusual Tips for Training Contact Center Agents

There are a few things to keep in mind when building an A+ team of call center agents. First and foremost, make sure that you’re hiring the right people (that’s of course more difficult than it sounds). Once the right candidates are in place,...

The ROI of Call-Backs for Your Call Center

In a perfect world, your contact center would never put callers on hold. If hold time is unavoidable, the next best thing to do is offer a call-back option. Removing the frustration of hold time will lead to happier callers. For many contact centers,...

These 5 Customer Experience Stories Will Melt Your Heart

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...

Top 10 Customer Service Trends for 2017

The best way to predict trends in customer service is to look at patterns in consumer behaviour. As customer demographics shift and technology evolves, understanding expectations becomes a never-ending task. It’s obvious that customer service has become increasingly complex, but it still remains a vital...

5 Pictures to Make Call Center Managers Laugh

Bloggers conversing about the call center space will often write about how to make an agent’s work-life more enjoyable. They do this because call center agents get the short end of the stick when dealing with difficult individuals – we get that. But what...

8 Mega Customer Service Trends for 2016

Ambitious companies that want to thrive in today’s marketplace must focus on delivering exceptional customer service. To win and retain customers, businesses must differentiate themselves from the competition, and customer service is playing a dominant role in achieving this. In fact, 89%of marketing leaders...

10 Customer Experience Trends for 2016

Separating your organization from the competition is no longer about price and features; rather, it’s about providing a high quality customer experience. As you analyze your objectives for 2016, here are 10 key customer experience trends you should focus on. 1. The Omni-Channel Customer will...

6 Smartphone App Statistics for your Call Center to Consider

Web 2.0 may have given consumers more control, but Forester states that it's "the access and convenience of mobile apps and devices that shifts more power from institutions to individuals than did the PC or the Web." Ultimately, the impact of the digital age...

How a Call Center Can Eliminate Hold Time

The best way for a call center to stand out as a leader is through the customer experience. It's no surprise that an exceptional experience leads to more satisfied consumers, who will continue to spend money. Most callers will start to rate their level...

3 Call Center Best Practices from the Consumer’s Perspective

Over the last few months, I've read countless articles related to call centers. All of which repeat the same points when it comes to best practices: determine your goals, hire the right people, train and motivate your staff, understand the metrics (IE. average handle...

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