News & Insight

Category: Customer Service
Retailers – Are you Primed for Success? On July 16, Amazon will host its annual Prime Day – a one-day only global shopping event exclusively for Prime members. Introduced in 2015 in part to celebrate Amazon’s 20th anniversary, Prime Day has grown into an online phenomenon where members can shop hundreds of thousands of deals sitewide, with new deals starting as often as every five minutes. In fact, Prime Day 2017 was the biggest shopping day in Amazon’s history until it was surpassed by Cyber Monday 2017 just four months... Read More
We’re Not Mind Readers – Why Communication Matters You’ve tried everything, but nothing you’ve implemented seems to have a significant or lasting impact on your customer satisfaction metrics. While standard approaches may help you meet certain goals like average handle time (AHT), they don’t significantly improve CSAT or NPS. What if a different approach existed that used human communication science to help your brand? Good news! It does. Read More
Building Rapport – Is it an Art Form? They say you never get a second chance to make a first impression. While the average first impression is typically created within half a minute, in the engagement (contact) center, that timeframe is dwindled to mere seconds. Something as seemingly trivial as the pitch, volume and rate of the engagement specialist’s (agent’s) voice, collectively referred to as “vocal prosody”, can impact the customer’s mood and determine whether or not they are likely to engage in the conversation.... Read More
Optimism is Contagious Especially in Customer Service Are you a ‘glass-half-full’ person or a ‘glass-half-empty’ person? Your answer may determine whether you are perpetually an optimist – someone who always thinks that good things will happen – or a pessimist – someone who always thinks that bad things will happen. Read More
Being Present in a World of Distraction. Let’s face it. In today’s digital world, we are dominated by gadgets and technology that are supposed to make us more connected. But if you’ve ever found yourself struggling to stay present in a conversation, you’re not alone. According to a recent study from Microsoft, the age of the smartphone has actually left us with shorter attention spans than that of a goldfish. When it comes to engaging with your customers, you can’t afford to be distracted. So how do you stay present? Read More
Let’s Get Rid of the Hassle Factor – Make it Easy Growing up, most of us remember a certain green frog who vocalized frequently “It’s not easy being green.” Anyone who has aimlessly looked for a customer service number on a website, been stuck in IVR hell, or had to call a brand repeatedly to get an issue resolved has likely echoed a similar sentiment – “It’s not easy being a customer.” So why does an interaction between a customer and a brand have to be so painful? The truth is – it doesn’t. Brands should look for ways to... Read More