Author: Ann-Marie Stagg, Chief Executive of the Call Centre Management Association, United Kingdom For many organizations, customer facing teams are the most important element of the customer experience (CX). The best CX organizations have knowledgeable, engaged advisors who are proud of their brand and who want to deliver a good experience for their customers. Increasingly … Continue reading Turn your CSRs into brand ambassadors
Author: Blake Morgan Originally published on CMSwire.com When you go to your local grocery store do you notice how many kinds of the same products there are? How about the fact that many cars now look the same? This new shopper reality is called commoditization. There isn’t much that differentiates today’s products. The only thing … Continue reading Differentiating Your Brand Through Your Contact Center
A Plantronics Manager Pro Casebook Three use cases for the new cloud-based headset management software When it comes to headsets, IT has had a significant challenge. With the responsibility for hundreds, or even thousands, of headsets company-wide, there’s been no easy way for IT departments to know how many or what types of headsets are … Continue reading Plantronics Manager Pro Casebook: Three use cases for the new cloud-based headset management software
Answering the phone is just the start. Today’s customer service representative (CSR) listens, understands, and acts upon a customer’s needs with skill, rigor and thoughtfulness. Every minute, every day, the CSR needs to demonstrate that they have the customer’s best interests in mind, while presenting the company in the best possible light. In fact, for … Continue reading Problem-solver, diplomat, expert, and empathizer: a CSR needs to be all these, and more. How can you help equip them for success?
Each day, without even really thinking about it, every customer service representative (CSR) in your company relies on one essential tool to do their job effectively: a headset. A well-functioning headset enables them to hear and be heard clearly, and present the company they’re representing in a professional, agreeable way. Of course, most CSRs don’t … Continue reading Every CSR in a customer service center uses a headset—and that’s the challenge
Discerning, informed, and connected. With a multitude of choices in the marketplace, multiple buying channels, and instant access to information, today’s customers have never been more empowered, or more demanding. They’ve come to expect the ability to deal with a company on their own terms, very often opting for the convenience of self-service. So, when … Continue reading Today’s CSRs are under pressure to do a lot more for customers. Is your IT department equipped to deliver what they need?