Customer Service Habits Every Rep Should Develop
Customer service agents are the first frontline defense for any company. Even though most of their customer interactions happen on the phone or online, the way in which they respond to and handle customer complaints and inquiries is pivotal to the success of your business. These interactions are the foundation for building strong, mutually beneficial, Read the full article…
9 Tips for Creating Positive Customer Experiences
Aside from your employees, your customers are your greatest asset. After all, they’re the reason you’re in business. And that means, you shouldn’t underestimate the importance of establishing and maintaining a strong working relationship with all of your customers. The right way to go about doing this isn’t always obvious. It takes hard work, strong Read the full article…
Want to Nurture Strong Customer Relationships? Follow these Do’s and Don’ts
Starting a small business or startup is hard work. Aside from having to come up with ample resources and finances to fund your endeavours, you also need to start building and cultivating a strong customer base to help keep you going. But, how can you do that when you have such limited resources to begin Read the full article…
Customer Service Follow-Up: What Are the Best Techniques to Use?
Cultivating better customer relationships, meeting and exceeding sales goals, and appropriately timing customer follow-up communications are all art forms that should be taught and highly encouraged by all sales management teams. Poorly executed follow-up techniques and policies can place a huge strain on customer relations. When an issue arises, the one thing customers hate more Read the full article…
8 Ways to Improve First Contact Resolution (FCR) Rates and Customer Service Practices
First contact resolution (FCR) is exactly what it sounds like. In the call center and customer service industry, first contact resolution means resolving a customer’s issues and answering all of their questions within the scope of their first phone call to your company. It essentially eliminates the need for follow up phone calls, e-mails, or Read the full article…
Why Outsourcing Customer Voice Support from Canada Is Better Compared to Asia
Major corporations that were previously eager to move their call center operations overseas are once again starting to see the value in keeping their data local—or at least bringing them back to North America. While it’s true that cheap labour was what initially attracted these large enterprises to South Asian markets such as the Philippines Read the full article…
How Doctors’ Offices Can Benefit from a Medical Answering Service
Medical professionals are busier now more than ever. These days it seems like the number of patients who need medical attention has far exceeded the number of doctors that are available to provide treatment and answer their questions. If you currently run a medical office and are having trouble keeping up with the demand from Read the full article…
The Dos and Don’ts of Lead Qualification: How to Effectively Qualify Leads and Grow Your Business
Lead qualification is one of the most essential aspects of any marketing campaign. While some marketers think attracting the highest number of leads is the key to success and increasing their companies’ ROIs, that’s not always the case. In fact, it’s been proven time and time again that the quality of the leads trumps the Read the full article…
How to Increase Customer Lifetime Values (CLV)
When it comes to implementing palpable customer service techniques to grow a business, most companies put all or most of their eggs in one basket: customer acquisition. While this is an important strategy that deserves a great deal of focus, it also means that another important aspect of establishing a sustainable business is neglected. In Read the full article…
Why Low Attrition Rates Are Good for Customer Service
In business, attrition is the number of employees a company is able to retain over a certain period of time. Low attrition rates are highly beneficial and favourable because they can guarantee both employee and customer satisfaction. Both of these factors are essential to maintaining high quality service, retaining more customers, and increasing revenue for Read the full article…
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Awards
2013 Golden Bridge Award - Silver Winner for BEST Customer Satisfaction in the Business World