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Considerations in First Call Resolution Rates

First Call Resolution Rates in Help Desk or Call Centers

It is the dream of every business owner to become bigger, better, and to become a necessary staple in the mind and lives of customers. However, some might not consider the changes that go into accommodating this new and improved status. One of these changes will be the management of your phone system and the way your calls are handled. Once a business rises to a certain size, there has to either be an in-house call center or an outsourcing of these customer service calls to another location, preferably within the geographic area. Why is this? When a business receives a rise in their customer base numbers and want to continue this trend, there will have to be adjustments made to better serve this growing demographic by answering their questions and quelling their concerns. This is when either an evolved help desk system or call center implementation becomes necessary.

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The Next Big Thing In Call Centers: The Emerging Model

Call Centers & The Emerging Model

Traditionally, call centers monitor the calls of customer service employees using methods such as random call monitoring selection, consistent monitoring of a small sample size of employees with five being the optimum number, and a checklist that evaluates the efficiency of the call. This is all done with the goal of decreasing variations between calls, increasing customer quality experiences, and combining all of the data gathered in hopes of creating a standard call checklist that meets all of those requirements. However, it has been revealed that not only is this method of call monitoring and quality assurance outdated, it is also relatively ineffective when compared to the information and results that could be obtained through the usage of the increasingly popular Emerging Model.

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Benefits of Consumer Communications Management

Customer Service Communications

The importance and value of cultivating and maintaining customer relationships cannot be overstated. Any business that fails to cater to their customers in ways that are business efficient as well as positively reinforcing, are doing themselves a great disservice. Businesses tend to understate the importance of customer relations management, only focusing on problem solving, rarely prevention. This is a mistake that can cost them dearly. It is rare that businesses can be effective and efficient in all areas. There are three big benefits to having a separate customer service division:

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Customer Service Success from Top Customer Service Companies

Top Customer Service Companies

Last year's Customer Service Hall of Fame list from 24/7 Wall St. highlights the top ten businesses with an "excellent" rating and can be found here. With the list of companies established, the question becomes what makes their customer service so great? Let's zero in on the top five: Kroger, Marriott, Apple, Chick-fil-A, and Amazon to find out.

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Turning Customer Service Lemons into Lemonade

Customer Service Lemons to Lemonade

Sometimes life gives you lemons. It happens to you personally and it will happen with your business too. From the small issues like late delivery of a customer's order to the big ones like a product recall that threatens the bottom line, the trick to handling lemons is learning to make them into lemonade. Here are some examples of companies who turned lemons into lemonade and some tips for how to do it yourself.

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Outsourcing vs. In-House Customer Service

Outsourcing Customer Service

The eternal argument: should companies outsource customer service? The truth is, it depends. There are a number of factors that go into deciding whether or not to outsource your company's contact center. Let's take a look at both sides.

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Why to Encourage Negative Feedback from Customers

Setting Goals

Is your company's customer service department stuck in the mantra that negative feedback should be swept under the rug and kept silent? Negative customer feedback can be a death knell in today's world of intense competition, social media and instant virtual report cards, but it doesn't have to be!

In Giva's recent Customer Think article "Why Encourage Negative Feedback to Make Customers "Sticky"?' learn how to embrace negative feedback and turn your customers into a massive marketing force. This guide details how to make the best out of unfavorable responses to keep your customers coming back every time!

Service Level Goals

Service Level Goals

Service level is an important KPI in a call center. Basically, service level is defined as the percentage of calls answered within a specified number of seconds. A common example is 80% of calls answered within 30 seconds. This is sometimes considered an industry standard, but customer service is about more than just a speedy response. Let's take a look at some of the other factors involved in setting service level goals.

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Change Management with an eHealthRecord

eHealthRecord

If your business requires working with an eHealthRecord (EHR), consider investing in some change management software to help out your IT department. Having a change management module as part of your help desk will make it easy for employees to put in a Request for Change (RFC) for the eHealthRecord. Change management has many benefits for any IT department.

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Customer Service Apologies

Customer Service Best Practices Apologizing

Sometimes it is necessary to apologize. Apologies usually come after a mistake has been made. The idea of acknowledging that there is something to apologize for is off-putting to many businesses, but the fact is, mistakes sometimes happen. Whenever your company is dealing with customers who would like an issue addressed or have a complaint to make, an apology is a good place to start.

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