Customer Service and Support – Make Things Easier for Everyone

Booking a flights online, paying the electricity bill and everything else that enables us to live and survive is online these days . Everybody needs to use websites that demand some sort of usability. Its not just businesses who use technology, but the customers too. No matter how internet smart the customers become, it can

What are the average ‘Average hold times’ (AHT) for Contact Centers?

Let’s look at this from the customers prospective.  Customers don’t want to wait at all!  They want to pick up the phone, dial, and have someone answer, just as though they were calling their great Aunt in Florida!  They require instant gratification from the initial call and from their problems. We know this isn’t possible,

4 Ways you can Encourage Self Service Adoption for your Customers

  Customers need help! They can’t help it, they just do!  And customer service representatives have to help them!  Why? Because they are paying for a service and product the company provides. So how does one avoid the pain of customers asking ‘How to’ questions, and having them get the help they need to get

10 Ways to have Customer Service Success

Customer Service is the gatekeeper and face of your brand.  The customers don’t see the VP’s, and tech people as the brand, they see the representatives who help them with their every need as the face of the brand!   The web also allows them to be heard and if they are happy, or unhappy, they