8x8

DECEMBER 4, 2017

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). CSRs were expected to handle telephone calls and customer correspondence with accuracy and care.

Contact Center 48

Contact Center Customer Experience White Paper Customer Service Representative 48

Comm100

APRIL 8, 2016

For example, in 2013 Amazon released a video-based support feature on the Kindle Fire HD called Mayday Customers were suddenly able to speak to customer service representatives via live chat instantly to help them with their issues. White Paper] The Guide to Becoming a Top Performing Live Chat Operator.

Customer Service 49

Customer Service Social Media White Paper Call Center 49

LiveChat

NOVEMBER 16, 2018

Good content is not just a formidable marketing tool, it’s also a great starting point for sorting out customers’ problems with your product. Content may be of many different types – blog posts, videos, white papers, case studies, and more. However, research paints a very different picture of customer expectations.

Poor Customer Service 45

Poor Customer Service White Paper Call Center Customer Service Representative 45

Comm100

NOVEMBER 2, 2017

This may be an automated email rather than one sent out personally by a customer service representative, but check out how the travel website Travelgenio uses this tactic to generate a higher response rate: Customers might not feel like they have a lot of time to spare in their day, but it’s not hard to fit in time to answer two questions only.

Customer Satisfaction 79

Customer Satisfaction Feedback Customers White Paper 79

Comm100

JUNE 16, 2016

Disney has to handle over 135 million customers in their parks each year, so customer service isn’t something they take lightly. The technique Disney has developed to train customer service representatives on angry customers is called HEARD: Hear: Listen to the customer’s entire story.

Customer Service Training 75

Customer Service Training Customer Service White Paper Customers 75

Comm100

NOVEMBER 15, 2017

This means for the average contact center, 52% of total calls handled by customer service representatives are for customers who are calling 2 or more times to resolve their call.”. White Paper] The Guide to Becoming a Top Performing Live Chat Operator.

White Paper 54

White Paper Reference Social Media Download 54

SurveySparrow

MAY 29, 2020

How do you want your customer service representatives to respond to any complaints? White paper. Formally or with a playful tone? Gather your content and analyze. If you are a fairly established company, you will have a lot of content lying around. Blog posts. Infographics. Social media posts.

Brands 52

Brands Social Media White Paper Reference 52

Comm100

JANUARY 5, 2017

Customer Service Representative. By reflecting on these scenarios, you can help define what works for your company, and guide your customer service team into knowing when to say no, not just how to say it. White Paper] The Guide to Becoming a Top Performing Live Chat Agent. Best regards, David.

White Paper 49

White Paper Social Media Download Customer Service Representative 49