Latest stories Page 2
Let’s say you need more customer support reps.
Not all tickets were created equally.
Finding the right customer service agents is a difficult task.
Company growth yields many opportunities and challenges.
As companies expand their support operations to provide customer service from multiple regions, they are faced with the challenge of maintaining consistent support from each of those regions
Esperanza “Zsa” Trias has leadership in her blood; after all, her great-grandfather, Mariano Trias, was the first de facto vice president of the Philippines.
Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing
Change management might be needed for all sorts of reasons, such as an implementation of a new technology, transition to a new strategy, or an organizational change
When code breaks down inside a product, the result is a telephone ringing or the quiet ping of a new email notification at that company’s support center.
A customer’s time is precious, and so is yours. Average handle time can help companies gauge the strength of their call center and phone support.
Providing support around the clock can be very difficult.
Learn the causes and solutions Cherry-picking has a negative connotation.
The first prospective customer I spoke to after starting at Lessonly was a call center leader.
What’s the key to delivering exceptional customer service during rapid change and company growth?
We all know how great it feels to be in the zone.
If your company is growing, your organizational structure is probably getting more complicated.
It's not always easy to tell if customer service representatives are happy or not - but you can figure it out with Agent Satisfaction (ASAT) surveys and by measuring agent performance
Organizations and management structures are always changing.
Learn to read the signs and scale for it early Company growth yields many opportunities and challenges.