Search Results: phone
Customers who go to self-service first are part of a growing user type who prefer to solve their own problems. They are by nature both independent and impatient. You don’t want to make this customer have to call. You don’t want to make this customer have to dig around for awhile. What you should do…
Everyday is a bad day when you’re a rep working at a customer service center that evaluates you by Average Handle Time (AHT). Average handle time (AHT) is a metric for the total average duration of a single call, including hold time, talk time and the follow-up or admin tasks related to that call. Hopefully…
A help desk software enables customer care operators to keep track of customer requests and deal with their issues. For a software to be considered a help desk it needs to consist of at least 3 elements: ticket management, automation suite, and have a reporting capability. One of the most common questions we receive when…
If you’ve ever worked in telemarketing or cold calling, you might have had your supervisor come by and remind you put on a smile when you’re on the phone with customers. Obnoxious? Yes. Weird? Kind of. But not without its merits. “Smile while you dial” is the ultimate customer service best practice, and it’s more…
There’s a myth out there that helpdesk service companies perpetuate about automation – that it will save your business money, that it’s stupid not to have it, and by the way, you can jump right on board this train if you buy their product. It’s a very profitable selling point. It’s quite difficult to say…