Eivind Jonassen
A Guide To Monitoring Your Remote Contact Center Agents
A contact center is an essential part of every company’s business. With the increasing sophistication and complexity of customer demand, it has become increasingly important to have a team of skilled agents who can handle any query easily and gracefully. The Coronavirus has forced companies...
How Your Multi-Channel Customer Support System Is Damaging Your Brand Reputation & 8 Steps...
Poor customer service is costing businesses more than 75 billion dollars a year. That number should scare you – or at least inform you that most contact centers will (and should) consider how they can up their game in the years to come. Discover exactly...
How Sentiment Analysis Can Help Save Customer Satisfaction
Source: Unsplash Using customer satisfaction surveys is often a good indicator of how satisfied your customers are, but they are just an indicator. The measurements say very little because very few respond to such surveys. According to CustomerSure, only 15 percent of surveys are answered...
How Call Coaching Will Help You Retain More Customers and Make Customers Happy
Customer retention is the most important aspect of doing business. It helps you realize your company’s profitability and improve customer service, market share, and revenue. However, retaining customers can be one of the most challenging aspects of running a company. Studies show that only...
Marketing Can’t Save The Customer Experience
Customers don’t become loyal to your brand because your marketing is excellent. They become loyal because you take good care of them. Excellent customer service experiences drive a great customer experience. Make no mistake about it; marketing is essential. It drives customer awareness, helps build...
How To Best Handle Long Wait Times In Your Contact Center
Although most companies will claim that “your call is important” to them, bad planning and lack of resources create a situation where long waiting times become the norm. A norm turning most customers to look elsewhere to meet their needs. Don’t be the norm. It...
Most Businesses Are Good At Delivering Poor Customer Service
Poor customer service is a terrible business. In the United States alone, companies lose nearly $ 700 billion in revenue due to poor customer service. The reasons can be many. Poor (self) insight can be an essential factor. It must be said when 80%...
4 Keys To Delivering Outstanding Customer Service
Customer service improves customer retention and boosts your bottom line. Here’s how to win the customer service game: Customer experience is surpassing price and product selection as the key brand differentiator that drives consumers’ purchasing decisions. In fact, 86% of customers are willing to pay...
The Impact of AI and the Empathy Economy on the Customer Service Experience
Why you should reinvent your organization to take advantage of the best of digital and human capabilities In recent years, AI and machine learning algorithms have held the world spellbound with rapid pace of development and integration in various industries and verticals. The all-pervasive premise:...
These 3 Reasons Explain Why Omnichannel Sucks
Here’s why your omni-efforts are failing your business. Source Is the omni-experience a dying fad? Or will it eventually deliver on its promise of providing an all-in-one and flawless customer experience? The answer remains debatable. Despite the popularity of omnichannel, a 2018 survey by BRP…
First-time Response And First-time Resolution: What You Need To Know
Introduction It's no secret that customer service response time is an important part of any businesses success. A happy customer contributes to a happy business. But because customer support is spread across multiple channels, providing timely customer support is not always so simple. Customers...
5 Ways To Enhance The Customer Experience
As the digital economy deepens and grows more mature, customers are demanding more and more from businesses. They have seen what it’s like to interact with world-class organizations like Amazon, Facebook, and Spotify, to name just a few, and they have come to expect...