Category: Call Center

Call center managers know keeping customers happy and building brand loyalty requires excellent customer service. However, hiring qualified customer service representatives can be challenging because they “wear many hats.” They need good verbal and written communication skills as well as multitasking and time management abilities. They also need the ability to discuss products and services […]

Organizations know high-quality customer service is essential because 61% of consumers say they would change brands if they had a negative customer service interaction. However, improving service quality is often easier said than done. Companies have increased their investment in customer service but are still not meeting customers’ expectations. A recent study showed that more than 50% of […]

The most important elements of a positive customer experience for most Americans is prompt service and product knowledge according to a recent PWC study. However, a Bloomberg report shows call center wait times have tripled due to the Great Resignation. This is significant because 61% of consumers are likely to change brands if they have a single […]

Call center managers know that excellent customer service keeps customers happy and builds brand loyalty. They also know hiring qualified customer service representatives is challenging because they need both hard and soft skills. Nearly 80% of American consumers consider speed and product/service knowledge important elements of a positive customer experience. Therefore, call centers need representatives […]