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How to Apologize to a Customer (Tips+Examples)
If you’re in customer service, you’re likely to run into angry/frustrated customers who are facing a difficult time with your product or service. In these situations, you should know how to apologize...
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What is First Call Resolution? [+Best Practices And Tips To Improve FCR]
First Call Resolution is a vital contact center metric that monitors accurate and prompt support, tracking the number of customer issues resolved within the first support call. Fast-paced consumers...
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7 Key Ways to Manage Ticket Escalation – Beginner’s Guide
According to Gartner, when customers are able to find resolutions at the end of high-effort experiences, 96% are more likely to be disloyal to brands, and 81% are likely to share negative...
View Article7 Proven Strategies to Improve Customer Service in BPOs
Customer service business process outsourcers (BPOs or “outsourcers”) have similar goals and challenges to in-house operations—and some additional ones of their own. They’ve got to keep several plates...
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8 Best Customer Service Companies in 2023 (Tips included)
According to Freshdesk’s Future of CX report, the pandemic has forced consumers to adapt to digital channels. While the consumers of 2023 prefer digital-first experiences, they expect service providers...
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7 Steps to Develop a Winning Customer Service Strategy
A good customer service strategy can be extremely rewarding in the age of soaring customer expectations. People love to publicly acknowledge when they’ve had a memorable customer service experience. On...
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Customer Service Trends in 2023
With 92% of consumers expecting to continue to contact customer service at or above pandemic-era rates, we are facing a future where companies that aren’t customer-centric will have a hard time...
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How to Build a Customer Experience Strategy: 5 Best Practices + Examples
There are many moving parts in play when trying to explain, let alone execute, an exceptional customer experience. It truly takes a village and a good customer experience strategy to get things done...
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Omnichannel Retail: A Guide with Strategies, Examples and Trends
The pandemic redefined retail shopping throughout the world. According to McKinsey, customers made more online purchases and embraced modes such as curbside pickup, online pickup in the store, and...
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Customer service process: Build an evergreen support workflow
Every growing customer support team needs a standardized customer service process. Without proper guidelines in place, your agents would be left in the dark, not knowing how to approach an issue,...
View ArticleThe Ultimate 5-step Customer Service Management Guide for your Organization
What is customer service management? At a conference in 1997, Steve Jobs famously replied to a provocative question from an audience member about the company’s strategy at the time: “You’ve got to...
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The Ultimate Guide to Net Promoter Score
Measuring your Net Promoter Score (NPS) is the most effective way to gauge customer satisfaction. NPS dates back to 2003, when Fred Reichheld, a partner at Bain & Company, introduced a novel way of...
View ArticleTop 11 Help Desk Best Practices
Helpdesk software is designed to streamline customer conversations from across channels into one view, keep track of service requests, and resolve customer issues efficiently. Hence, it’s important to...
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29 Customer Service Tips to Deliver Great Customer Service
What is the most important thing you can do to reduce churn and increase word-of-mouth referrals? The answer is obvious, but it’s often overlooked: improve your customer service. No matter how awesome...
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What is Customer Service? Definition, Benefits, Skills, & Tips for 2023
Customer service is crucial to the success of a business. If you’re new to the concept of customer service or just want to keep yourself up to date with the latest trends, we’ve got you covered. What...
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