Rachel Miller
Rachel Miller
Rachel Miller is the Customer Engagement Manager at Nimble - a simple, affordable social relationship manager.
Improve Employee Morale with Customer Service Training
The morale level of employees in a contact center, high or low, will be noticeable to customers via the words, tone, and actions of...
Customer Service Training: It’s Time To Sweat the Small Stuff
Fact: a customer's impression of a customer service representative, the company, and his or her overall customer experience is influenced almost entirely by what...
Customer Service Training for Technical Support
Technical support engineers are master multi-taskers. They bound seamlessly from one caller to the next — with occasional breaks to refill a Big Gulp...
How to Improve First Call Resolution: Invest in Customer Service Training
Studies show there is a direct correlation between First-Call-Resolution (FCR) and employee satisfaction. Call center agents who are skilled at solving customer issues receive...
Customer Service Training: The Manager’s Role
The most integral role as a customer service manager is to create an environment of continuous learning and improvement. Employees follow management's lead, and...
Q and A: Benefits of Social Customer Service
The ability of service organizations to operationalize social media to optimize traditional support channels will no doubt be a powerful variable in long term...
The Role of First-Call-Resolution in Customer Satisfaction
There is an obvious and undeniable correlation between First-Call-Resolution (FCR) and customer satisfaction. When one goes up – the other follows. Unfortunately the opposite...
Focus on Employee Engagement
Fact: Engaged employees provide better customer service. Tap into your center's greatest resource – the employees – and reap the rewards! Engaged team members...
The Role of Consistency in Professional Support — Part 3: Communication Skills
One of the most important components of superior customer support is having a team of technicians with consistent communication skills. All technicians must be...
The Role of Consistency in Professional Support – Part 2: Troubleshooting Skills
Consistent troubleshooting skills are integral to providing world class customer service in support centers. Customers want timely, professional, and consistent issue resolution – every...
Invest in Your Front-line Supervisors
If you're at all like me, you've lost count of the times you've read that you should be investing in your employees. Invest in...
Is There an App for That? Tailoring Customer Service for Mobile Devices
Did you hear? You can get whatever you want, whenever you want it – wherever you are! The ever increasing popularity of smart phones...
Employee Retention: Engage. Optimize. Retain.
Engage. Optimize. Retain. This is your new mantra. Starting today you are an employee engagement champion. Read on to fill your proverbial tool belt...
Telephone Etiquette 101: Never Say “No Problem”
No problem! It's a simple phrase uttered without a second thought after someone thanks you for assisting them. Despite being a commonly accepted English...
12 Management Skills All Great Bosses Must Have
What is the definition of a great boss? As a rule, great bosses are excellent communicators. They use verbal and body language to motivate, educate...
Perception and Customer Service
Think about the last time you experienced truly great customer service. What made it so memorable? Was it the person you spoke with? Was...
World Class Customer Service is Genderless
In response to the Telephone Etiquette post, we received this email question: Ms. Miller: When answering the phone, how do you determine if the person...