Rachel Miller
Rachel Miller
Rachel Miller is the Customer Engagement Manager at Nimble - a simple, affordable social relationship manager.
How to Satisfy Customer Needs
How customers choose to reach out to your business is an important piece of data to note. The reason why they're reaching out is...
Contact Center Management: Hire the Right People
Hiring the right people can make or break a successful contact center team. Finding the right mix of skill set and disposition enables faster...
Confirm Customer Satisfaction
Confirming customer satisfaction not only makes it clear that all needs and requests have been handled, but also allows an employee to feel good...
Customer Service Training: Learn How to Actively Listen
Frequently, salespeople and service representatives become so focused on what they want to say about their product or service that they fail to actively...
How to Manage Employee Stress — Part 1
Employee stress can be caused by many factors in the workplace, and an important role of management is to not only keep employees engaged...
Improve Productivity by Embracing Employee Emotions
In the October issue of Chief Learning Officer, Jay Cross wrote an article titled The Happy Bottom Line. I wasn't going to read the...
Employee Training ROI: What You Need to Know
Investing in employee training is an intelligent move. Confirming that agents are skilled not only in product knowledge, but also communication skills, will solidify...
The Importance of Customer Support
Customer support used to be an afterthought. Now, support has become a standard component of the product package, and is an area in which...
Customer Experience Management: The Role of a Chief Customer Officer
If you follow customer service news or read blogs and print publications dedicated to customer relationship management, you may have noticed a new trend....
Customer Service Today: Respect Diversity
The world is shrinking. Thanks to rapid advances in technology, distance is no longer a deciding factor when making a decision to purchase or...
The Difference Between Customer Service and Customer Experience
As a customer experience advocate, it is common for me to be asked, "What is the difference between customer service and customer experience?" While...
10 Steps to Successful Social CRM
Customer relationship management (CRM) is integral to the long-term success of a company. Now, with online community participation and social media usage at an...
Add a Touch of Service to Your Sales
Service-orientated selling is a proven approach to providing a world-class customer experience. Using high-pressured sales tactics may result in short term success to...
How to Add Value to a Sales Transaction
Every interaction with a customer is an opportunity to serve and to add value to the company brand. Each individual, young or old, male...
Live Chat Best Practices
No matter which service or support channel a customer chooses – the customer experience must be positive. A growing number of customers are opting...
Best Practices for Email Customer Service
Email is often the preferred service and support channel for customers. There are two things customer service representatives should do to guarantee world-class email...
#CustServ Infographic: 10 Customer Service Milestones, Part 1
Take a break from your daily tasks and marvel at this creative infographic from our friends at Desk.com.
Skills for Coaching Employees: From Potential to Performance
Successful businesses recognize the importance of quality leadership. Having skilled mentors at hand to encourage and engage contact center employees can make or break...
Contact Center Management: How to Develop an Effective Team
s obvious when a team or department is functioning well. Employees are happy and enthusiastic about their work. They display a can-do attitude when...
The Customer Service Struggles of a College Student
Today's customer is able to exercise his or her right to achieve the most enjoyable and efficient experiences possible. And when they are unhappy,...