Teams | Collaboration | Customer Service | Project Management

There’s an oft-cited stat that text messages from businesses have a 98 percent open rate, but there’s a lot more to business texting than just outbounding customers. Customer service has been transformed by messaging. In 2020, support requests surged over messaging apps, with WhatsApp seeing 101 percent growth from the previous year. Only 15 percent of surveyed customers said they preferred to use SMS as a customer support channel when available. The lesson?

A call center break policy highlights guidelines related to the breaks agents take during their work period. It defines certain rules so that agents can get some rest without their breaks having a negative impact on their productivity and the overall customer experience. Here’s a call center break policy that you can customize and make a part of your employee handbook: (Note: A downloadable version of this call center policy is available at the bottom of the template.)

A call center security policy is a document that provides comprehensive rules, plans, and security protocols that regulate access to the organization’s network. An excellent security policy ensures information security and the protection of the organization and individual agents. Here’s a comprehensive call center security policy you can download and customize to suit your needs today.

The undeniable fact of the business world is that you cannot have a great product without an excellent customer support team. Yeah, you might have developed a top product, but you would need an efficient bunch of professionals to manage your customers’ queries. In these times when customers are known for switching brand loyalties often, your customer support team has to be on its toes to satisfy your esteemed clientele. Customers’ demands and expectations are changing rapidly.

As the customer service industry evolves, customers are increasingly expecting flawless customer service from companies. 56% of customers have stopped buying from a brand or switched to a competitor because of a single bad experience.1 For American consumers, that number jumps to a whopping 69%. If you want to meet this increasing demand for perfection, “hiring the right people” isn’t enough.

Although large companies generally gain stability in surviving growing pains, they face different challenges in managing their work across a large workforce. It is normal to see such companies divided into different departments, which then are made up of smaller teams. These smaller teams may each have their own lead or manager or, as is often the case, they may share leads or managers with other teams.

Many customer service agents reach a point in their career when they decide they want to transition into a new role. Those next steps could take you in many directions: sales, customer success, or people ops, to name a few. But one of the most likely moves is to become a customer service manager. After years of helping customers find answers to their queries and honing your service skills, you’re ready to take on more responsibility.

Customers deserve your attention. If you start neglecting your customers, then they’ll disperse to your competitors. On the other hand, if you send too many emails, then people will unsubscribe from your emailing list. How do you strike the right balance? It will be different for B2C businesses than for B2B. Here are 7 types of follow-up emails that help improve customer loyalty in either case.

Successful support, technical or otherwise, thrives on consistency. Businesses that consistently have fast, accurate, and friendly support resources available will have higher customer satisfaction rates than those who are continuously slow to respond, provide inaccurate information, or appear apathetic. But how do you provide fast, knowledgeable, and consistent support while keeping costs down?

We’ve now reached a pivotal point in customer service where it’s essential to take a proactive approach or get left behind, fast. In 2021, speedy customer service must be at the centre of your growth strategy. Knowing that speed is the most important factor contributing to higher CSAT scores, we created the “Cut the Wait” playbook. It’s a guide on how to improve customer satisfaction by cutting wait time.