Beth contacted her wireless provider via chat to ask about data upgrade options for her phone plan . The customer service rep, Dale, answered her question with ease. Beth thanked him, they talked about how cool the most recent “Game of Thrones” episode was and...
45% of agents don’t feel they have sufficient tools for success. Why is that? How can you support your customer service agents and improve customer experience?...
“I’m sorry, that is not a valid entry,” is not the most empathetic response to a customer inquiry. Yes, AI and automated menus can streamline the customer service process, but don’t forget the human touch of empathy. AI Everywhere It is amazing how far artificial intelligence has...
The ancient philosophers understood challenges. Customer service QA challenges don’t have to ruin KPI. Instead, they can be a call to action....
If your customer has been through the online FAQ, searched the product manual, tried finding a solution on Youtube but still needs help, their next step is a call to your customer service team. The quality of agent service they receive reflects directly on your...