Service Leader's Corner: Elevating Customer Excellence

Explore "Service Leader's Corner," our blog's hub for service leadership and customer excellence. Dive into articles spotlighting strategies and principles for exceptional experiences. Whether you're a service professional or team leader, join us on a journey to refine your skills within our comprehensive blog.

15 Top Strategies to Ensure Customer Satisfaction

Customer Satisfaction Strategies

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As businesses try to stand out in a competitive market, creating a good customer experience strategy has become critical. The importance of this lies not just in the fact that it leads to higher customer satisfaction, but more importantly, it impacts the bottom line.

Recent studies have confirmed the crucial link between customer experience and business outcomes. According to a report by Forrester, mass market auto manufacturers that improve their CX scores by 1 point can lead to a whopping $1 billion+ in extra revenue.

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Giva’s List of 25 Top Call Center Statistics for 2024

Call Center Statistics

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Call centers are a mission-critical component of numerous types of businesses, from banks to healthcare providers, telecoms to airlines.

Call center managers operate in a world of data, statistics, Key Performance Indicators (KPIs), customer satisfaction, and dozens of other metrics. It can be difficult to know which call center productivity metrics are the most important.

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Preventing Help Desk/Call Center Burnout: Ideas for Managers and Agents

Help Desk/Call Center Burnout & Stress

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Burnout, stress, and anxiety are at epidemic proportions, and it's a serious problem in IT, ITSM help desk, and call center functions across the US and worldwide.

Burnout "is a special type of work-related stress — a state of physical or emotional exhaustion that also involves a sense of reduced accomplishment and loss of personal identity."

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20 Call Center Scripts with Examples and Templates

Call Center Scripts

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Call center scripts assist support agents in providing the best customer experience in the unpredictable environment of customer service interactions. They can also help prevent customers from having a bad experience, which can increase customer loyalty.

Without call center customer service scripts, agents might find themselves lost for words or unable to know how to handle a situation, increasing stress and potentially employee turnover.

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Reactive vs. Proactive vs. Predictive: 3 Stages of Help Desks

3 Types of Help Desks: Reactive, Proactive, Predictive

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IT Service Management (ITSM) help desks can implement and deliver services in one of three ways: reactive, proactive, or predictive.

In many respects, these three levels represent different stages of the ITSM maturity model. Measuring ITSM maturity is a way of assessing "how good your organization or system is at self-improvement." If you're still delivering reactive IT services, then that suggests a lower level of maturity, which results in higher staff turnover, higher costs, and lower key performance indicators (KPIs), customer satisfaction, and service level agreement (SLA) scores.

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Guide to Knowledge Management Best Practices, Tools and Features

Knowledge Management (KM) Best Practices

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When it comes to delivering great customer service, most want an immediate answer to a question they have. This makes knowledge bases the preferred channel over other types of self-serve channels or having to call, email, live chat, or send a message to an organization.

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Key Elements of Software-as-a-Service (SaaS) Support Models for Customer Service Excellence

SaaS Customer Support

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In today's hyper-connected and highly competitive business landscape, providing excellent customer support is more critical than ever. The rise of the Software-as-a-Service (SaaS) model has changed the way companies deliver their products and services. Customers now expect instant and responsive support through various channels.

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What is First Call Resolution (FCR): Why It’s a Critical KPI Metric

First Call Resolution (FCR) Metrics

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One of the most important metrics and Key Performance Indicators (KPIs) in any help desk or customer service call centers worldwide is First Call Resolution (FCR).

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What SLA Metrics Are Worth Watching? 8 Key Metrics for Measuring Service Level Agreement Performance

Measure SLA Performance

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Every IT and ITSM (IT Service Management) leader must closely monitor Service Level Agreement (SLA) performance metrics.

SLA metrics are a measurable way of demonstrating that your team or department is hitting or missing key performance indicators (KPIs) within an SLA.

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Help Desk vs. Service Desk vs. ITSM: What Are the Differences?

Help Desk vs Service Desk vs ITSM

IT support leaders often need to decide the best service approach for their entire organization. Forcing themselves to ask the question: "Which is better, an IT help desk, service desk, or IT service management?"

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