The Customer Support Excellence Blog - Articles, Stories and Tips & Tricks

New Downloadable Set! Part 2: Dashboards and Visual Reporting

How has the internal side of your customer service system been working? Are your employees steady, focused, and well supported? Are there any improvements to be made?

Posted by Hallie Dunn on Fri, Jul 22, 2016 @ 12:30 PM
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New Downloadable Set! Part 1:  PhaseWare’s SLA Input and Advice

Service Level Agreements (SLA’s) are an unavoidable part of running a business. Creating a roadmap to the perfect SLA which would benefit both the buyer and the business can be tricky, but with the right information and the right technology you can truly use them to your advantage.

Posted by Hallie Dunn on Mon, Jul 18, 2016 @ 12:30 PM
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Proper Complaint Management

Complaints are inevitable. In a certain light, though, it can be interpreted as quite a good thing that the public is paying enough attention to your company and its products to form an opinion they must share. As they say, “any press is good press.” Even the best organizations (especially the best organizations), have complaints.

Posted by Hallie Dunn on Fri, Jul 15, 2016 @ 12:30 PM
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Getting Your Priorities Straight

Customer service, and a good customer relationship management (or CRM) system, is all about organization. In the early days of your business it may be conceivable to field your incoming tickets as they come, manually organizing each one into their proper category. But this won’t always be true. It’s important to plan for the future, and as your business increases so will your ticket numbers. Setting the boundaries for incoming ticket priorities will help keep your company at a good cruising speed.

Posted by Hallie Dunn on Sun, Jul 10, 2016 @ 12:30 PM
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Customer Support Metrics 101: Measuring First Call Resolution

In a previous post, we’ve discussed what a First Call Resolution is, and how to properly measure them. Getting to the heart of what really creates a customer service environment that consistently produces FCR results means knowing, and acting upon, more than just the definition. Here are the top five secrets to achieving First Call Resolutions.

Posted by Hallie Dunn on Fri, Jul 08, 2016 @ 12:30 PM
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3 Customer Service Tips To Improve Customer Loyalty

Customer loyalty is a tricky category, as it requires that customers identify themselves as more than just a buyer, but a willing advocate for your company. It can be difficult to cultivate customer loyalty unless the honest and trustworthy nature of your product and care can be displayed through your agents. Providing this kind of experience to each and every customer is a question of tact and strategy. Keeping yourself and your employees aware of the impact they can have on the customer experience will help to maintain the relationship therein.

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