3 Ways to Win the eCommerce Customer Service Battle

Now, more than ever, online retailers need a knight in shining armor in the call center. Online shoppers expect competitive prices, easy payment options, quick delivery and free returns, but the real differentiator is customer service. So much so, that a whopping 91 percent leave following a poor customer service experience and 89 percent will run straight into the arms of your competitors. 

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Topics: Contact Centers, customer service, retail, online retail, ecommerce

Performance Support: The Best Tool to Improve Hotel Operations and Maximize Revenues [Webinar]

Have you recently implemented a property management system, but aren't seeing the results you expected?  We've identified 3 key reasons:

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Topics: Employee training, Learning & Development, customer service, Operations, Hotel Operations

7 Tips to Improve Service Quality at Your Hotel

A hotel that is truly striving to build a “world-class” service culture will make every effort to develop service standards that emphasize exceptional service for every customer. One of the key factors that separate good service from truly exceptional service is consistency.  Consistency means repeatable. A successful hotel general manager needs to be confident that in any given situation, the hotel staff knows how to respond and act appropriately. Whether it’s in the morning or afternoon or evening, whether it’s a weekend or a weekday, rain or shine, and regardless of whom happens to be working that day.

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Topics: Employee training, customer service, Operations, Hotel Operations

3 Reasons Your Call Center Technology Makes Your Agents Cry

I was going to start this post with a breakdown of 'a day in the life of a call center agent', but then I realized that I only needed to share the first 4 minutes of an agent's day for you to get the picture.  It goes a little something like this:

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Topics: Contact Centers, customer service

Telecoms Crack Down on these 8 KPIs with Performance Support

Successful organizations have a clear picture of their overall objectives and goals for their business. In the telecom industry, this generally requires a balance of maximizing profits, maintaining high levels of customer satisfaction, retaining high-performing staff, recruiting new talent, and driving new business.

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Topics: Contact Centers, employee performance, customer service

Improve Customer Satisfaction and Boost Sales in 3 Easy Steps

"So Steve, after reading the latest data analytics report listing our current data on customer acquisition cost (CAC), annual recurring revenue (ARR) and lifetime value (LTV), can you please tell us what steps the sales team is taking to increase customer value, measure sales performance and achieve growth success, while keeping costs down to a bare minimum?" 

Sound confusing?

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Topics: Contact Centers, Sales Operations, customer service

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