If you work at a contact center, then you’ve probably encountered angry and frustrated customers from time to time. These customers are even more challenging when they start taking their frustrations out on you. But don’t worry – take this opportunity to transform their negative experience into a positive one! Continue reading to learn 6 effective strategies when you’re handling demanding customers.

Congratulations! You nailed the interview, got the job, and your first day as a call center agent is right around the corner.

The importance of connecting with students in meaningful, effective ways cannot be overstated. If higher education providers want to succeed amongst their competitors, they need to prioritize a customer-centric strategy in their organization.

Oftentimes, we hear organizations emphasizing the importance of customer experience. While the customer experience plays a dominant role for organizations, the employee experience usually gets overlooked.

ComputerTalk is excited to announce that we will be sponsoring RISE for BC’s Kids, an annual television broadcast in support of BC Children’s Hospital Foundation (BCCHF).

It takes a certain kind of person to be able to thrive in a customer service position. Contact center agents need to have excellent communication skills, thick skin, a calm demeanor, and strong organizational skills to succeed. Even though an agent may have the personality and all the right skills to succeed, they may still experience low morale or burnout due to unattainable goals, an unreasonable workload, poor management, and upset customers, leading to turnover. There is a high cost associated with agent turnover, including time to interview, training, salaries, and more. Not to mention the negative effect on the customer experience due to inexperienced agents, which can add significant costs down the road.

Contact centers are the direct point of communication between you and your customers. They influence the perception of your organization and play a role in customer satisfaction with your product or service, directly influencing if customers are going to recommend you to others. It’s crucial to invest the proper attention and resources into your contact center to ensure agents are communicating with customers in a way that reflects your organization’s beliefs and values. After all, customer satisfaction, loyalty, and conversions are directly impacted by customer service.