Knowledge Base

One of the most senior positions in an organization, the Customer Service Director has the overall responsibility for the customer service function..

Paddy Coleman at QStory takes a closer look at how intraday automation is the next step-up in contact centre performance. Whether it’s called real-time or intraday management, real-time is back on the contact centre agenda with a vengeance. The need to be as proactive as possible is huge driver in contact centres. However, with unexpected … Read more

The internet has made it easier for businesses to expand and sell internationally; however, communicating with customers across different time zones can be challenging..

Performance review phrases are an important part of any managerial appraisal or overall performance review. These phrases provide useful tools for conveying to employees what they are doing right and what they are doing wrong during their interactions with customers. Below are seven useful performance review phrases for questions related to customer handling, customer satisfaction, … Read more

Once when my youngest daughter was about twelve she had a plan in mind for an upcoming trip. I don’t remember the details, but it was not a very realistic plan. “We’ll see,” I told her as she was laying it out for me. “Right,” she sneered in the way that only a tween girl talking … Read more

The job of a field collections officer (FCO) in the utility sector is sometimes perceived in a negative light. When thinking of debt collection, it’s not uncommon to imagine aggressive or intimidating collectors harassing customers. Our own research has found that 50% of customers feel they have been harassed during collections processes, while 48% say … Read more

John Tschohl provides a concise and practical list of six essential customer service principles for awesome service..

In a world where automated emails are deleted without a second thought and more and more businesses are opening their doors every day, you need to stand out if you want to get noticed. You can do this through personalisation, which not only includes the personal experience you give your customers, but also how you … Read more

Creating a customer service-oriented culture is a priority for most managers. Happy customers become loyal customers – and loyal customers bring in more customers..

Customer service is all about treating people well. But what about those times when people make impossible requests, and you feel you have to say “no” to a customer?

As an employer it is down to you to inspire your employees – particularly if you want them to both grow and stay satisfied within their roles..

In customer service, incentives are exceedingly useful for attracting customers and keeping them happy as well as getting employees to hit some goal..

The goal of any business leader is to develop good customer service, and the best way to do that is to have a qualified and capable customer service team..

All over the web, you can find articles detailing tricks to engage and improve sales staff, marketers, middle managers, and more. However, when it comes to those employees who have the grueling job of keeping customers happy, the literature is few and far between. Most companies assume that customer service workers are naturally sociable and … Read more