Customers want personalized support, but they also want quick support. These are two needs that don’t always go hand-in-hand. When a customer reaches out for support, the agent typically needs a plethora of information to tailor the support to said customer. The agent might even need to reach out to different departments for added details. […]
Enhancing the Agent Experience With Contextual Workspaces Read More »
As customers and companies become more familiar and comfortable with artificial intelligence, the conversations around it have become less “pie in the sky” and more along the lines of “oh, that’s how it can be used”. The speculations into how we might work alongside our robot coworkers and the potential of machine learning won’t end
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As with any profession, a customer service job can grow in different directions, leading to many new opportunities. Agents may decide to continue with customer service as a career, while others may go into a more support-oriented role within customer service like quality assurance, training, technical support, or business analysis. Furthermore, some customer service agents
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Free-Photos / Pixabay Self-service portals are proven ways of saving agents and customers valuable time when they’re trying to solve an issue. More and more companies find that an internal knowledge base helps accomplish the same thing, freeing time-strapped departments to focus on more complicated issues, and ensuring employees have up-to-date information at their fingertips.
Take a Customer-Facing Approach to Your Internal Knowledge Base Read More »
Customer support metrics can be tricky business. Each metric can tell a different story; your team’s CSAT might be low because they’re not responding quickly enough, or maybe it’s because customers have to continually get in touch with customer service. Only by measuring key metrics alongside and against each other can support leaders get a
The Best Customer Support Metrics to Highlight Your Team’s Performance Read More »
iAmMrRob / Pixabay A huge ticket backlog can be an intimidating prospect for any customer service team. Whether it has built up over time or a sudden event caused your inbox to explode overnight, it’s a major test that all agents will face at one time or another in customer service. But don’t worry, we’re
FirmBee / Pixabay The construction of any building begins with a blueprint. Those fine blue lines indicate what goes where and allow a builder to understand the size and proportion of each room in relation to another. It also allows the construction team to use their tools and materials wisely so the building may be
Design a Strategy for Seamless Omnichannel Support Read More »
Last week, advocates from our Madison, Wisconsin office shared some of the benefits they’ve experienced from participating in Zendesk’s Corporate Social Responsibility (CSR) initiatives. That’s all well and good, but if you’re a support manager, you might be thinking, “How can I take agents off the clock, and off the queue?” It can be hard
How To Make Room In Agents’ Schedules To Lend A Hand Read More »
