The Importance of SaaS Customer Support in a Post-COVID World

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... more >

5 Reasons Cloud-Based Contact Centers are Gaining the Competitive Advantage

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... more >

Why Listening to Customers is the Key to Your Organization’s Success

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.... more >

How Does First Call Resolution Enhance Your Brand Image

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... more >

What Are The Three Mistakes That Can Be Powerful Learning Opportunities

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... more >

Are Your Employees Really Your Most Important Asset?

by Syrow Editorial Team | Sep 1, 2021 | Clients, Customer Care, Hiring, Knowledge Base, Tips

 “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.” –Richard Branson Does your organization believe in this approach? Do you make an effort to enhance employee experiences (EX), or do you... more >