Category: Customer Support
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How A Virtual Self-Service Manual Can Be A Great Asset
Virtual self-help service manuals are the new trend storming the information superhighway. These electronic inventions have been a wonderful resource for companies that find themselves flooded with numerous complaints and conflicts in need of resolution. The virtual self-help service manual can reduce long waits and create a thorough and articulate database of information, to…
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Industries Where High CSAT Scores Could Be Earth-Shaking (Part 2)
There are many restaurants and eateries world-wide. All food and service industries strive to provide exceptional customer service. For elegant establishments and family-owned cuisine eateries, this is a way of survival: Providing delicious meals at an affordable price with superior accommodations. The fast food industry has emerged as an agglomeration. Titans such as McDonalds, Burger…
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CSAT Scores vs. High FCR – Which Do You Prioritize?
Numerous articles examine the importance of both CSAT (customer satisfaction) scores and high FCR (First-Call Resolution). There are various strategies that will aid businesses in achieving both. However, many times businesses and corporations find themselves at a crossroads. Sometimes, one of these has to be a priority, a primary objective. The other facet has to…
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Industries Where High CSAT Scores Could Be Earth-Shaking (Part 1)
There are several industries where a high CSAT score is not mandatory, and as a result the field and its workers as a whole have suffered. Customer service is a luxurious commodity but a not a necessary tenant to many businesses and employees in certain fields. One of these fields is the livery service. While…
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Interactive Computer Manual | Empowering Employees in Customer Support
One of the most important skill that all employees not just those in customer support must have is empowerment. A lot of businesses tend to ignore this and so they risk not becoming a service leader in their own industry. If you want to stay on top of your chosen field, you must have empowered…
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How High FCR Raises CSAT Scores – The Egg Before The Chicken
It is essential to make both high first-call resolution and high CSAT scores a priority. Both are achievable and neither need to be neglected in order to attain the other. In fact, high first-call raises CSAT scores overall. There are many reasons why committing to first call resolution can pay great dividends in the end.…
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How High CSAT Scores Will Raise FCR – The Chicken Before The Egg
Inherently, the CSAT and First-Call Resolution relationship is examined from all angles. It has been established that both should be a priority. In some occasions, high first-call resolution will raise CSAT scores from a general perspective. If a business can deliver a solution and/or profitable result at an accelerated rate, this will reflect in CSAT…
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How Can an Interactive Bible Improve Productivity in Customer Service?
More and more companies offering customer service today are utilizing an interactive bible – not for customers but used internally. And, this is all for the right reasons. The interactive bible greatly improves productivity in customer service. This is the primary benefit that companies can get in implementing one. So, how can an interactive bible…
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Interactive Computer Booklet | Proper Use of Call Center Scripts
When call center companies utilize interactive computer booklet internally, the need for call center scripts is reduced to a minimum but not entirely gone. The usefulness of call center scripts goes beyond just reading what customers want to hear. The interactive computer booklet is extremely useful when customers call you for assistance. In some cases,…
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Interactive Computer FAQ | Tips When Using Call Center Scripts
Several experts would agree that when you are a call center company and implement an interactive computer FAQ, you have to be careful in using call center scripts. It is not necessary to distinguish inbound from outbound contacts If you are going to use call center scripts, the interactive computer FAQ will help determine your…