CallCenterScript: Customer Service Archives

Customer Service Archives

Feb16	3 Simple Rules vs Tons of KPIs 'Jam' Mayer February 16, 2008 Know More: Customer Service Agents, Call Center Management, Operations We all deal with tons of measurable KPIs in our centers and sometimes don’t even realize that we torment and expect our agents to balance the long list of these metrics. I admit I, too, have added metrics to make... Posted at 5:21 PM \| Permalink \| Comments
Oct 5	Defensive customer service for the call center Michael Moser October 5, 2007 Comparing business to warfare has gone out of fashion. Fewer CEOs are reading Leadership Secrets of Attila the Hun than they used to. I was never sure how that would apply to my job. Was there going to be a... Continue Reading Posted at 5:28 AM \| Permalink \| Comments
Oct 3	Call Center Scripts: Somebody Sounds Stupid Michael Moser October 3, 2007 Customers don't like call center scripts. When they ask a question, they want a sincere, original answer, one that has been well thought out, preferably just for them. They don't want to hear the answer to someone else's question.... Continue Reading Posted at 4:23 PM \| Permalink \| Comments
Sep26	Mind reading skills for the call center agent Michael Moser September 26, 2007 Once someone in your call center has spotted a trend in calls - several callers with the same question or problem - it's important to make sure all agents are trained to deal with that trend. I've gotten pretty good... Continue Reading Posted at 5:00 AM \| Permalink \| Comments
Sep24	Do customers rock or do they suck? Michael Moser September 24, 2007 You may have seen that excellent blog Customers Rock, but there is another blog called Customers Suck. Employees post their worst, sarcastic customer service stories.I've had my share of mentally and emotionally challenged callers, but somehow I never acquired the... Continue Reading Posted at 5:36 AM \| Permalink \| Comments
Sep19	Are you your company? Michael Moser September 19, 2007 For the caller, the agent on the other end of the phone becomes the company. They become the brand. I realized this when I was finding out about the telephone company that my brother-in-law signed up for. (Does he know... Continue Reading Posted at 5:52 AM \| Permalink \| Comments
	Good customer service in spite of your company Getting caught in the middle in customer service Harmless untruths or barriers to customer satisfaction? Can you tell if an agent is lying to you? Going the extra mile for customers Empowering call center employees Servicing customers instead of rules Personal attention at our extinct call center Best practices of extinct call centers Solving Difficult Problems Without a Real Supervisor Interrupting with empathy Acting locally, calling globally Make A Great Impression on the Customer Bringing our call centers home Give them the pickle! Maybe the customer doesn't have to talk to my manager Thank you for calling. Can you tell I'm undervalued? Is it obvious why customers keep calling back? Is customer service an entry level job? Virtual Representatives will Hurt Customer Satisfaction Drive Thru Order-Taking is Moving to Call Centers! Fact or Fiction? Filipino Call Center Agents: It’s Ok to Say No Filipino Call Center Agents: Why is it Hard to Say No? Netcall’s QueueBuster! Handling Abusive Customers, Part 2 Handling Abusive Customers Quality Form 101 QA Forms: Focus and Dependent on CSAT CSAT for Telemarketers IVR Hold: The Right Music might just cut it! Understanding Human Behavior: Journey to Customer Satisfaction Workforce Processes Drive Customer Satisfaction Cultural Considerations: Resolution vs. Rapport A Long Queue and Callbacks Call Analytics: Software vs. Manpower Soliciting Commendations Changing the Face of Customer Service Negativity on Outsourced Phone Support Complaints: Is it Really the Accent? An Agent's Companion: The Company's Intranet

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