Call Center Compass: Navigating Outsourced Support Operations

Explore the specialized realm of outsourced support in our exclusive category, "Call Center Compass: Navigating Outsourced Support Operations." Dive into articles decoding the nuances of outsourcing, a valuable resource for business owners, support professionals, and outsourcing enthusiasts.

Preventing Help Desk/Call Center Burnout: Ideas for Managers and Agents

Help Desk/Call Center Burnout & Stress

Photo Attribution: topvector/Shutterstock.com

Burnout, stress, and anxiety are at epidemic proportions, and it's a serious problem in IT, ITSM help desk, and call center functions across the US and worldwide.

Burnout "is a special type of work-related stress — a state of physical or emotional exhaustion that also involves a sense of reduced accomplishment and loss of personal identity."

[Read More]

20 Call Center Scripts with Examples and Templates

Call Center Scripts

Photo Attribution: ArtHub01/Shutterstock.com

Call center scripts assist support agents in providing the best customer experience in the unpredictable environment of customer service interactions. They can also help prevent customers from having a bad experience, which can increase customer loyalty.

Without call center customer service scripts, agents might find themselves lost for words or unable to know how to handle a situation, increasing stress and potentially employee turnover.

[Read More]

Reactive vs. Proactive vs. Predictive: 3 Stages of Help Desks

3 Types of Help Desks: Reactive, Proactive, Predictive

Photo Attribution: eamesBot/Shutterstock.com

IT Service Management (ITSM) help desks can implement and deliver services in one of three ways: reactive, proactive, or predictive.

In many respects, these three levels represent different stages of the ITSM maturity model. Measuring ITSM maturity is a way of assessing "how good your organization or system is at self-improvement." If you're still delivering reactive IT services, then that suggests a lower level of maturity, which results in higher staff turnover, higher costs, and lower key performance indicators (KPIs), customer satisfaction, and service level agreement (SLA) scores.

[Read More]

Guide to Knowledge Management Best Practices, Tools and Features

Knowledge Management (KM) Best Practices

Photo Attribution: Yellow duck/Shutterstock.com

When it comes to delivering great customer service, most want an immediate answer to a question they have. This makes knowledge bases the preferred channel over other types of self-serve channels or having to call, email, live chat, or send a message to an organization.

[Read More]

Key Elements of Software-as-a-Service (SaaS) Support Models for Customer Service Excellence

SaaS Customer Support

Photo Attribution: FGC/Shutterstock.com

In today's hyper-connected and highly competitive business landscape, providing excellent customer support is more critical than ever. The rise of the Software-as-a-Service (SaaS) model has changed the way companies deliver their products and services. Customers now expect instant and responsive support through various channels.

[Read More]

What is First Call Resolution (FCR): Why It’s a Critical KPI Metric

First Call Resolution (FCR) Metrics

Photo Attribution: Diki johavel/Shutterstock.com

One of the most important metrics and Key Performance Indicators (KPIs) in any help desk or customer service call centers worldwide is First Call Resolution (FCR).

[Read More]

What SLA Metrics Are Worth Watching? 8 Key Metrics for Measuring Service Level Agreement Performance

Measure SLA Performance

Photo Attribution: eamesBot/Shutterstock.com

Every IT and ITSM (IT Service Management) leader must closely monitor Service Level Agreement (SLA) performance metrics.

SLA metrics are a measurable way of demonstrating that your team or department is hitting or missing key performance indicators (KPIs) within an SLA.

[Read More]

Help Desk vs. Service Desk vs. ITSM: What Are the Differences?

Help Desk vs Service Desk vs ITSM

IT support leaders often need to decide the best service approach for their entire organization. Forcing themselves to ask the question: "Which is better, an IT help desk, service desk, or IT service management?"

[Read More]

An Apology Letter or Script: Examples of How to Apologize to a Customer (Without Sounding Scripted)

Customer Apology Scripts

Photo Attribution: Na_Studio/Shutterstock.com

Apologies are a necessary part of recovering from your mistakes. In the customer service industry, knowing how to deliver a meaningful apology is a crucial skill everyone should be willing to improve in themselves.

However, it takes more than saying "sorry" to make a change. Customers want fast, simple solutions to their problems. And when they can't solve it themselves, customer reps need the ability to tell them what to do instead of apologizing and asking them what they need.

[Read More]

What Is Collaborative Email? Pros and Cons of Shared Inboxes, and Alternatives

Collaborative Email & Shared Inboxes

Photo Attribution: 365daysStudios/Shutterstock.com

When customer service or success teams are managing hundreds or thousands of customer queries every day, a collaborative inbox can be an advantage.

Instead of an email message going to individual customer service agents and managers, everyone shares the same inbox. Working together collaborating to solve customer problems is a big advantage.

[Read More]

 

Newer Entires     1   2   3   4   5   6     Older Entries