How Live Chat Impacts Online Sales and CSAT

One of the best aspects of being in the customer service business is the number of ways that we can communicate with customers today. Yes, phone and e-mail are still in the mix of communication but in recent years, Live Chat has quickly grown in popularity from being a “nice-to-have” to being a “must-have.” In […]

Ten Ways to Fix Contact Center Agent Turnover

What is the BIGGEST challenge in the contact center today? If we were to conduct a poll of contact center managers, we would likely find that the biggest challenge in the contact center is agent attrition or turnover. Historically, this has been the case as well. Year after year, agent turnover seems to be the […]

Your Customers’ Expectations are Changing. Are You Keeping Up?

A stunning headline on a 2020 Forbes.com article read “96% of Your Customers Will Leave You Due To Bad Customer Service.” The article went on to reveal that only 4% of customers are “completely unwilling to leave” a company after a bad customer service experience. The harsh reality is that the majority of your customers […]

With Billions Lost to Poor Customer Service, Are You As Good As You Think?

According to Forbes.com, experts estimate that each year poor customer service costs businesses over $75 billion, and 96% of people say they would be willing to leave a company after receiving bad service. That’s staggering when you consider that those companies probably think they are doing a good job but are instead creating a switch […]

Building Trust in the Contact Center

Today’s contact center plays an important role in the day-to-day operations of the businesses we support because we are the customer-facing part of the business. The contact center fields hundreds, if not thousands, of calls each day that support the customer in a variety of ways, so it is very important that the contact center […]

The Importance of Customer Service on your Amazon Sales

This year, 2018, marks 20 years since the start of Amazon. It’s hard to believe that what started as an online book store has now become the world’s largest internet retailer. Amazon has been under the leadership of CEO Jeff Bezos, and while it hasn’t always been smooth sailing, he has managed to find ways […]