Tag: call handling
Reducing Customer Service Friction
It has been months since the COVID-19 crisis suddenly shifted entire frontline teams home to work. Customer service operations in the hardest-hit industries are...
20 Empathy Statements to Show Stressed-Out Customers That You Care
These are difficult times, and our anxious customers need us more than ever. Some of them need help with a simple task, like: “How...
Workforce Automation: The Strategic Savings Solution
As one customer recently shared in a G2 review, “We have realized millions of dollars in savings by not only taking advantage of offline...
Differentiator Series, Part 3: Optimizing the Exceptions
Contact centers deal in volume. That’s obvious in the 20,000-seat center, and on a relative scale, it is just as true in a 20-seat...
Advocatus Diaboli and the Metric Mirage
Devil’s advocate, according to the American Heritage Dictionary of Idioms, it means: “One who argues against a cause or position either for the sake...
Let ’Em Have It or Bite Your Tongue
The American Heritage Dictionary of Idioms defines the phrase to “let someone have it” as originating in the mid-1800s and meaning “to give a...
