After getting the customers on the roster, it is imperative to retain them for ensuring the going concern of the business. Customer satisfaction is the process of meeting or exceeding the expectations of the customers and if managed properly, it provides growth prospects to the business. This is important not only for remaining in the…

The impact of the information revolution in this digital age has barely begun to be felt in customer service. Advances in technology and managing technology to leverage the customer experience will transform the nature of customer service in the future.

Your business’s customer service bottom-line impact depends largely on the effective of customer service management taking place in your organization. Consistently delivering positive, impactful performance requires you to frequently audit or account for the daily customer service management actions taking place.

Upset or disengaged employees will limit your ability to deliver the type of customer service experience that creates loyal customers.

At the start of a new year, goal setting is the norm. Effective managers are constantly reviewing the goals that they have set for the year, to determine whether they are on track. Goals can be as simple or defined as you choose – it could be generating a certain extra percentage in sales, or…

The bad management in your call center can create major problems in customer service, leading to a bad customer experiences for your customers. Do you currently work in a call centre role and are less than happy with the way your day usually ends up? So many call centres are run incorrectly and this usually…