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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,...

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