by Syrow Editorial Team | Oct 13, 2021 | Clients, Customer Care, Hiring, Knowledge Base, Tips
According to one report: 62% of contact centers do not respond to customer service emails. Only 20% answer questions adequately in the first reply itself. 90% do not inform the customer on receiving an email. Even worse: The average time to respond to customer...
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by Syrow Editorial Team | Oct 6, 2021 | Clients, Customer Care, Hiring, Knowledge Base, Tips
“Among the company functions that are hardest-hit by the Covid-19 pandemic is customer service. Issues related to the pandemic dramatically increased the level of customer emotion and anxiety in service calls, making a job that is hard for reps on a normal day far...
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by Syrow Editorial Team | Sep 29, 2021 | Clients, Customer Care, Hiring, Knowledge Base, Tips
Increasingly, many modern-day contact centers are now cloud-based contact centers. With many of their core technologies now in the cloud, such contact centers have plenty of advantages over non-cloud contact centers. A cloud-based call center is an advanced...
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by Syrow Editorial Team | Sep 22, 2021 | Clients, Customer Care, Hiring, Knowledge Base, Tips
Here’s how not to handle customer complaints: In 2018, a customer ordered three cartons of toilet paper from the world’s biggest e-retailer Amazon. Instead of charging the customer $90 for these cartons, Amazon tacked on a huge shipping charge of $7,455....
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by Syrow Editorial Team | Sep 15, 2021 | Clients, Customer Care, Hiring, Knowledge Base, Tips
The fundamental aim of establishing a contact center is to provide seamless resolutions to the customers. And to achieve this, it is essential to ensure that the callers get the suitable resolution as quickly as possible. Therefore, First Call Resolution (FCR) is an...
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by Syrow Editorial Team | Sep 8, 2021 | Clients, Customer Care, Hiring, Knowledge Base, Tips
“A mistake is only a mistake if you don’t learn from it. Otherwise it is a lesson.” –Unknown Individuals make mistakes – and so do businesses. Even large, so-called professionally-run organizations have made some massive errors that caused chaos, damaged...
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