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B2C and B2B customer support often require different approaches. Here’s why they should differ and the best practices for each.Read more
Offering quick customer service in a call centre can often become a priority that overshadows the need to provide and collect accurate information. So to bring accurate service back to the forefront, here’s how and why the phonetic alphabet can be a useful tool.Read more
With customers choosing to spend a lot of time on their phones, should businesses be taking advantage of this by introducing SMS communication in their customer service?Read more
A high call volume can quickly overwhelm your agents when you’re unprepared. Here are six of our top high call volume management tactics to try.Read more
Building a successful customer service team takes planning and dedication. From recruiting to training, here’s everything that customer service leaders need to think about.Read more
Customer service representatives should always strive to uphold the top principles of their trade and provide the best quality of service every time. From speed to accuracy, here’s the 10 core precepts of customer service and how to apply them.Read more
We all get things wrong sometimes, but admitting this and dealing with issues correctly isn’t always easy. Here’s how to apologise to customers with professionalism, speed and accuracy.Read more
Hit your business’ maximum operational capacity but still unable to meet customer expectations? It might be time to let a BPO call centre step in…Read more