Blog Archives

Strategies you can use to convert your customer service team

Strategies you can use to convert your customer service team in your call center into a customer sales team. And if you have already made the change, you can use them to strengthen your sales culture:

1. Communication

In many instances, call center reps were hired simply as customer service reps, and the job description they were given made no mention of selling. While management may have announced the change, many reps simply did not get the “new” message that their job entails selling and cross-selling…..more info

Measuring Average Handle Time Yields meager Customer Service

By now, nearly everyone has been erudite on the “myth” of average handle time. Long relied upon as a measure of call center competence, the AHT metric has been dismissed in recent years by those who believe it runs oppose to customer-centricity.

To sum up, no pun intended, customer management professionals have come to panic that assessing performance based on call length urges agents to sacrifice relationships for brevity. Under the gun to keep calls petite, agents will not “risk” engaging in a dialogue that could produce poor performance against the AHT metric, even if a lengthy, meaningful call is required to really satisfy the customer….more info

How to Use Technology to perk up Customer Service

More companies are using technology to handle customer service in an cost-effective and efficient way. Here’s how you can use analytics and data management and insight-driven marketing to improve your customer care systems.

There’s no denying the fact that customer service is central to a small or mid-sized business. The quality of that service will either develop or degrade customer loyalty to your brand and your business. With the economy in slump, customers have more alternatives than ever. The business that proves to be responsive to customer questions, complaints, or other needs can gain a clear competitive advantage. That’s why it’s so important to understand how new technologies can help you anticipate customer needs, tailor business processes to best serve customers, and ultimately improve the efficiency of your business – the latter of which can keep costs down…. more info

customer contact management solutions

You may have heard the term Contact Management Software being used everywhere, not just in the business environment but also in the home and leisure environment; but what exactly is it, and is it still as relevant in today’s Business Management Software as it was when it first emerged?


There really is no mystery to Contact Management Software, and in fact its purpose is very straightforward with a very limited remit. Contact Management Software has evolved and is now usually a part of Customer Relationship Management (CRM) software, but in its simplest form, Contact Management Software is just that – software used to manage your Contacts contact details…..more info