Phone etiquette is one of the greatest tools you can train and assist your employees with to enable them to achieve exceptional customer service. By ensuring that your customer service agents are fully trained in the best practices of phone etiquette, you’ll be better placed to keep callers happy. Happy callers result in more repeat…

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Qui.

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This article originally appeared on Business Matters. With staff from many businesses now working from home, and customers having increased opportunity to engage with companies and different brands, customer support workers will be increasingly stretched. Throughout the ongoing challenges of the COVID-19 pandemic, businesses are particularly reliant on their customer service teams to provide a…

Most businesses measure their customer service using metrics that only tell part of the story. Measures such as NPS and CSAT are highly contextual, fraught with instrumentation difficulties and only relate some of your customers’ experience and success. Customer engagement, by contrast, tells the objective tale of how willing your clients are to engage with…