Tag: Customer Service
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Optimal balance between customer service and satisfaction
Photo by olia danilevich It is always important to maintain a proper balance between customer service and satisfaction. Though it is hard to maintain a level playing ground, put in mind the challenges involved. Even though finance, fluctuating markets, and customer royalty may influence, these three practices will help maintain this balance. Yonyx enables organizations…
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Decision Tree Driven Computer Guides Create Success In Your Business
The best in technology are yet to be exhausted when it comes to business. The latest is the decision tree driven computer guides. It is an automated customer self service that aims to reduce the need for customers to contact customer care. They work in unique way but can guarantee results. Here are ways that…
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An Interactive Troubleshooting Guide
There are many species of interactive troubleshooting guides that can help customers identify root causes. Here is an interactive troubleshooting guide outlining the basics of inquiry, discovery and resolution: Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service. Inquiry, what is the complaint or problem? – Begin the…
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Nurturing CRM – The Aggressive Approach
There are a variety of ways to attack and maintain the aspect of CRM. For some, a virtual call center is an aggressive approach. Hiring a customer support squad with a team of agents, is certainly less economical than other approaches, but if scaled correctly it can pay dividends. Yonyx enables organizations to create multi-media flowcharts that provide…
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Don’t Let Call Center Reps Slip Through The Cracks
Training and guided instruction can always make call center agents more productive, still it is all for nothing if their performance suffers regardless. Overall wear and tear, as well as a lack of knowledge can make agents all the more regressive in taking on tasks and fielding calls It is important managers and facilitators take these…
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Improving The Productivity of Call Center Agents
While achieving high first call resolution rates and low average handle times are optimal to achieve high CSAT scores, call center agents carry the ball and place this goal upon their shoulders. Productive call center agents will give businesses the best chance and meeting these goals. Sadly, there are many reasons why production suffers and…
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How Average Handle Time (AHT) increases CSAT
Average handle time is a another great way to improve CSAT scores. In fact, the lower the AHT, the higher the CSAT. This mathematical relationship is defined as an inverse dynamic. Average handle-time is defined as the amount of time it takes for a customer service representative to take a call and handle the problem…
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Call Center Etiquette 101: How To Deliver Quality Service
What are some of the important things to do and not do in the virtual call center…sadly this is a subject that is rarely discussed. Etiquette is essential to delivering quality customer service. However, many call center agents and representatives seem to forget the importance of being polite, courteous and observing decorum. Although, self-help desks…
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Basic Ways To Improve The Content of Call Center Scripts
Call center scripts can be dramatic screenplays transformed in to motion pictures. That sounds like a bit of an exaggeration. However, the right customer service agent can offer a compelling performance. But a compelling performance of a world class script can glaze the reputation of any business, in a coat of gold. Here are some…