ShepHyken

JUNE 19, 2020

Every customer in the world, including myself, will always choose “talk to a person” or “connect to a representative” as the first choice over a call. When small teams don’t have the time, there’s a solution to still continue improving AI customer service: with human touch. It’s natural to look for automated solutions first.

Customer Service 157

Customer Service Feedback Marketing Technology 157

Callminer

JANUARY 18, 2021

A 2008 report by CFI group explained that when customer service professionals are perceived to converse softly and clearly, they resolve customer issues 88% of the time. This forces the customer to get angry enough that he or she asks to speak to a person who has authority.” Keep the customer journey in mind.

Best practices 226

Best practices Call Center Contact Center Scripts 226

SharpenCX

FEBRUARY 4, 2020

Soft skills are often seen as personality traits. These are skills like time management and organization, oral and written communication skills, or the willingness to collaborate. Your job also requires you to care for and manage a whole team of individual personalities with needs and career goals. Time Management.

Call Center 84

Call Center Management Coaching Contact Center 84

Nicereply

DECEMBER 3, 2019

In late 2008 Malcom Gladwell published his book Outliers: The Story of Success. Notice that these things are not personality traits, but skills – things you can develop and learn over time. It may feel like you’re drinking from a fire hose of metrics or drowning in talk about soft skills. Remember, this is only temporary.

Customer Service 74

Customer Service Metrics Customer Support Construction 74