Tag Archives: improve customer retention

What Makes a Great Customer Service Agent?

James Purcell/ July 4, 2016

The Key Skills Every Call Centre Agent Should Possess Every time a customer service representative answers a call he or she is representing one of our client companies and the caller expects first-rate customer support. Each customer service representative should have certain qualities which ensure that each client is represented in a professional and friendly manner. Each representative must be

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How Customer Service Boosts Sales

Silvia Planella/ November 24, 2014

78% of consumers have bailed out of a transaction or not made an intended purchase because of a poor service experience [American Express Survey, 2011]. That’s a lot of lost customers. Some companies believe that customer service is just about keeping buyers happy… just happy enough not to complain. This simply doesn’t work anymore, on average; loyal customers are worth

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Live chat channel: Research Findings

Silvia Planella/ March 25, 2013

30% of our new businesses in 2012 are availing the use of our web chat or live chat service. This increase is due to the recognition of the benefits of implementing this customer contact channel on our clients’ websites. Our own experience is availed by research carried out by live chat software providers and large in-house contact centre from the

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