Email quality monitoring is the process of evaluating customer emails to ensure they meet standards for professionalism, accuracy, and effectiveness. Just as calls are monitored for quality, call center emails should follow company policy. And by implementing a QA program, your organization can ensure customer satisfaction by delivering uniform, high-quality communication. Call center email quality…
Customer Support
Below you'll find a list of all posts that have been tagged "Customer Support"
How to Automate Repetitive Tasks
Repetitive tasks are so commonplace in our daily work that it’s hard to imagine what life would be like without them. However, they’re also taking up time and energy that could be better spent. For example, one study found that customer service reps lose up to 30 percent of their day to repeat tasks. Fortunately,…
Average Response Time: Industry Benchmarks and Best Practices
Average response time is a key metric in customer service, measuring how long it takes for a business to reply to a customer inquiry. Response time can make or break a company’s relationship with its clients. Quick, efficient replies enhance customer satisfaction and foster trust and loyalty. Delays in responding can lead to frustration, negative…
What Is Average Resolution Time and How to Improve It
Average Resolution Time (ART) is one of the most critical customer service metrics used to measure how quickly support teams resolve issues. Unlike First Response Time (FRT), which focuses on how fast an initial reply is given, ART reflects the total time it takes to solve a problem completely. A shorter average resolution time often…
What is Customer Obsession?
Customer obsession is a business philosophy centered on prioritizing customer satisfaction and delight above all else. It involves a relentless focus on: Customer obsession requires an organization-wide commitment to place customers at the heart of decision-making processes. Why is customer obsession important? Customer obsession is a critical strategy for success in an increasingly competitive and…
How to Improve Customer Service Processes
Customer service processes are the backbone of any business’s ability to meet customer expectations and foster loyalty. These processes encompass the structured steps and strategies businesses use to address customer inquiries, solve problems, and ensure satisfaction. When managed effectively, they can transform customer interactions into long-lasting relationships. Streamlining customer service processes improves customer satisfaction, efficiency,…
How to Improve First Call Resolution (FCR) in Customer Support
Running a call center presents constant challenges. Not only do you face higher-than-typical staff turnover rates, which can average 30-40%, but you also have to ensure every agent is well-trained and aims to improve metrics and KPIs in every area of their work. The list of those metrics and KPIs can seem never-ending at times,…
What is Personalized Customer Service & Why Is It Important?
Personalized customer service is a key factor in creating memorable experiences. Personalization can connect businesses with customers in a way that feels tailored and authentic way, turning one-size-fits-all interactions into meaningful engagements. As consumer expectations for personalized experiences continue to rise, customized service is essential for building loyalty and standing out in competitive markets. “Personalized…
Utilities and Energy: Customer Support Busy Season Survival Guide
Let’s face it: Busy season can be brutal. Busy season for customer support occurs at different points for every business and industry. While it can be an opportunity to make a positive, lasting impression on customers in certain industries, when it comes to energy and utilities, busy season typically means service outages. On the flip…
What is Customer Service Responsiveness & How to Improve It
Customer service responsiveness refers to the speed and effectiveness with which businesses address customer inquiries, concerns, and issues. Being responsive to your customers is key to keeping them happy. Responsiveness builds trust, improves the customer experience, and fosters customer retention. In this article, we’ll explore the importance of customer service responsiveness, how it impacts your…