As consumer expectations rise, businesses are increasingly focusing on building empathy in customer service interactions. With agents handling more complex queries, building a rapport with customers is vital to reassure them, improve the experience, and better meet their needs. 1. Integrate systems to provide a comprehensive view To solve a problem agents need full access to information. However, they may…
When it comes to customer service, there’s a tendency to focus on consumers and how contact centres can best meet their needs. However, this neglects a huge part of the sector – business-to-business (B2B) customer service. Companies that provide support to other organisations using their products or services. At one end of the B2B spectrum this could be a small…
Consumers today expect a personalised service that recognises and values them, however they make contact. As part of this, they want organisations to use the information they have within their customer relationship management (CRM) software to provide a personalised experience, tailored around their buying preferences and previous interaction history when getting in touch through channels such as the phone. Equally,…
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