Are you a current or aspiring Customer Service Representative looking to hone your skills? If so, you have come to the right place.

Inbound contact centers generally receive two main types of calls: sales support calls from customers thinking about...

In addition to answering customer service related questions and concerns, CSRs often also process orders. If that is the case for your business, here are some order processing best practices that will make the process  easier and more efficient.

Customer service reps often do a great job providing solutions and resolving conflict, but often there is a golden opportunity to also boost sales if they know the best cross-selling and upselling techniques. Cross-selling promotes additional,...

Customer service reps spend all day interacting with customers, which means the call center can be one of your most valuable customer experience management tools. These days, a company’s future can rise or fall based on their customer service.

Since...

Most companies perform some kind of customer service, whether that involves handling and processing orders, back-end support, or both. In many companies, the ongoing debate is: should we handle the process internally, or would outsourcing customer...

All businesses require a certain number of customer service reps to staff their call center and that number can fluctuate throughout the year. If you experience turnover at an inopportune time, e.g. there is a termination or someone quits without...

No matter how hard we work to hire the best customer service representatives, sometimes it simply does not work out and the person is not cut out for the rigors of contact center work. Knowing when and how to fire an employee is one of the biggest...

Providing call center agents with up-to-date technology helps them work more efficiently, and greater efficiency creates happy customers. New technology also enables customers to connect via multiple channels and take advantage of more self-service...

A contact center is only as good as its agents’ abilities to execute on the questions and tasks at hand. And how can they properly execute on their tasks? TRAINING! Agents need to be trained on your brand, services, and/or products, to effectively...

Contact centers can play a critical role when it comes to delivering the kind of positive experience that keeps customers coming back. These days, it is almost impossible to develop an effective business growth plan without including a clear...