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? »