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Articles from Surabhi Joshi | Selfgrowth.com
- ALL THAT MAKES UP FOR AN EFFECTIVE MARKET RESEARCH FOR YOUR BUSINESS - by Submitted on Dec 31, 2019 from Surabhi JoshiMarket research is an important component of business strategy and refers to any organized effort to gather information about target markets or customers. It provides important information that enables you to identify and analyze the market need, market size, and competition. Here are some of ...
Views: 278 - THE BEST TIPS TO HANDLE SUPPORT TICKETS FASTER THAN EVER - by Submitted on Dec 30, 2019 from Surabhi JoshiA support ticket is commonly used in an organization’s customer support center to create, update, and resolve reported customer issues, or even issues reported by that organization’s other employees. Generally, staff receiving a query from a user would fill out a small card with the user’s ...
Views: 313 - 6 CLEVER TIPS TO IMPROVE SOCIAL MEDIA CUSTOMER SUPPORT - by Submitted on Dec 28, 2019 from Surabhi JoshiSocial media platforms do a lot more than just connecting the people around the globe. Businesses can use social media for a number of purposes like gaining wider exposure, providing customer support and more. Here are some of the best tips that can help you provide exceptional customer service ...
Views: 296 - HOW TO BUILD AN EMOTIONAL CONNECTION WITH YOUR CUSTOMERS - by Submitted on Dec 27, 2019 from Surabhi JoshiBusinesses these days, very well know the power of a strong customer relationship. They are ready to go above and beyond to live up to the customers’ expectations to build an emotional connection with their customers. Connecting with your target audience on an emotional level can actually help ...
Views: 283 - CASE STUDIES: SEE HOW THEY HELP BOOST THE SUCCESS OF YOUR BUSINESS - by Submitted on Dec 26, 2019 from Surabhi JoshiCase studies are the reports about people, groups, or situations that have been studied. These studies basically aim at showing the value of using your products or services. Displaying case studies on your website can provide a number of benefits: Provide an unbiased view of your ...
Views: 294 - TOP 7 LIVE CHAT ETIQUETTES FOR AN EXCEPTIONAL CUSTOMER EXPERIENCE - by Submitted on Dec 24, 2019 from Surabhi JoshiLive chat etiquettes are an inevitable part of the chat service provided by the websites these days. These are certain guidelines that if followed while providing an online chat support can help enhance the customer service. Let’s have a look at the most important guidelines that need not be ...
Views: 344 - TOP 4 STRATEGIES TO SIGNIFICANTLY IMPROVE YOUR NPS SCORE - by Submitted on Dec 23, 2019 from Surabhi JoshiA single question helps calculate NPS: How likely is it that you would recommend our company/product/service to a friend or colleague? The score for the answer varies from 0 to 10. People who respond with a score of 9 to 10 are called “Promoters”. Others who respond with a score of 0 to 6 are ...
Views: 344 - TOP 6 EMPLOYEE ENGAGEMENT STRATEGIES TO MAKE YOUR TEAM FEEL VALUED - by Submitted on Dec 21, 2019 from Surabhi JoshiEmployee engagement refers to the property of the relationship between an organization and its employees. Also, an “engaged employee” is the one who is fully absorbed by and enthusiastic about his/her work. He takes positive action to further the organization’s reputation and interests. Employee ...
Views: 284 - CUSTOMER FEEDBACK: WHY DOES IT MATTER FOR YOUR BUSINESS? - by Submitted on Dec 20, 2019 from Surabhi JoshiCustomer feedback is basically the opinion of the customers regarding your products and services. Since customer satisfaction is the ultimate goal of any business, so, customer opinion is the most important of all and you need to make sure you listen to them at all times. Customer feedback ...
Views: 309 - CUSTOMER SERVICE REPS: QUESTIONS TO ASK IN ORDER TO HIRE THE BEST ONES! - by Submitted on Dec 19, 2019 from Surabhi JoshiCustomer service is an inevitable aspect of a company and it’s success. You may offer the best of goods and services to the customers but that’s not the only thing that matters. Despite the exceptional quality of your goods, customers may still have queries that if go unresolved may lead to ...
Views: 288 - POWER LEAD GENERATION: ALL THAT YOU NEED TO KNOW ABOUT IT TODAY! - by Submitted on Dec 18, 2019 from Surabhi JoshiPower lead generation refers to a bidirectional lead generation strategy. It requires you to work with a combination of inbound and outbound lead generation strategies. The process involves the creation of inbound and outbound leads. Outbound strategy: It involves reaching out to the ...
Views: 401 - HERE’S HOW YOU ENABLE A SMALL CUSTOMER SUPPORT TEAM TO RESPOND FASTER - by Submitted on Dec 17, 2019 from Surabhi JoshiWith the ever-increasing customer expectations, it becomes quite difficult for the small customer support teams to live up to customer’s expectations. With all the customers’ queries and complaints flooding in through different channels, providing timely responses becomes a daunting task. ...
Views: 310 - THINGS EVERY CUSTOMER SERVICE REPRESENTATIVE NEEDS TO KNOW - by Submitted on Dec 16, 2019 from Surabhi JoshiWorking at a customer service center is quite a daunting task. You have to deal with a variety of customers and situations may not always be in your favor. The only solution is to handle every situation gracefully. There are certain things that a customer service representative needs to know ...
Views: 305 - STRATEGIES TO BENEFIT YOUR BUSINESS USING LIVE CHAT - by Submitted on Dec 13, 2019 from Surabhi JoshiLive chat is undoubtedly an untapped potential to grow your business. A live chat feature on your website can drive numerous benefits towards your business. However, you need to use the live chat software wisely to enjoy those benefits. Here are the best strategies that can profit your business ...
Views: 340 - HERE’S A LIST OF THE BEST CRM SOFTWARE FOR YOUR BUSINESS - by Submitted on Dec 12, 2019 from Surabhi JoshiAll the CRM software are specially designed to help businesses meet the overall goals of customer relationship management. As a matter of fact, a CRM software can work wonders for your business provided you choose the right one. Let’s have a look at the best CRM software ...
Views: 345 - MULTICHANNEL MARKETING: KNOW HOW IT BENEFITS YOUR BUSINESS - by Submitted on Dec 11, 2019 from Surabhi JoshiMultichannel marketing refers to the process of blending distribution and promotional channels for the purpose of marketing. Distribution channels involved in this type of marketing may range from a retail storefront to a website. An effective multichannel marketing is supported by good supply ...
Views: 306 - CUSTOMER CHURN REDUCTION: TOP STRATEGIES THAT’LL HELP RETAIN YOUR CUSTOMERS - by Submitted on Dec 10, 2019 from Surabhi JoshiNo business wants to witness customer churn. In other words, every business fears losing its customers but some customers are past saving. These are the ones who’ve made their decision and are about to leave soon. Now all you can do is prevent more of customers from following the suit. How can ...
Views: 278 - LIVE CHAT FOR CONVERSION: HERE’S HOW IT BOOSTS YOUR BUSINESS’S SUCCESS - by Submitted on Dec 09, 2019 from Surabhi JoshiSo far we have seen that live chat benefits a business in a number of ways. It can help reduce the bounce rates and site abandonment rate, boost sales and build strong customer relationships. There’s one more benefit of using live chat on your website. Wondering what it is? Well, live chat if ...
Views: 306 - BRAND BUILDING: TOP 4 TOOLS TO ACCOMPLISH YOUR GOAL SUCCESSFULLY - by Submitted on Dec 07, 2019 from Surabhi JoshiAs mentioned earlier, brand building refers to the process of generating awareness, establishing and promoting company using strategies and tactics. It is basically the visual voice of your company that differentiates you from your competitors and convinces people as to why they should choose ...
Views: 325 - TOP 5 HACKS FOR AN EFFECTIVE BRAND BUILDING PROCESS - by Submitted on Dec 06, 2019 from Surabhi JoshiBrand building refers to boosting a brand’s equity directly through advertising campaigns and indirectly through promotions such as event sponsorship. In order to build your brand effectively, you need to employ an exceptional brand building process. Now, what all does an effective brand ...
Views: 358 - TOP 6 PROBLEMS THAT MAY DRIVE THE ONLINE SHOPPERS AWAY - by Submitted on Dec 05, 2019 from Surabhi JoshiThis is an era of digitization. You can find everything from a newspaper to books to apparels online. There is no need to hop stores to purchase something that you require. You just need to browse and click and that’s it! Though online shoppers experience convenience with the help of online ...
Views: 382 - TOP 5 LEAD GENERATION STRATEGIES FOR A HIGHLY SUCCESSFUL BUSINESS - by Submitted on Dec 04, 2019 from Surabhi JoshiLead generation refers to the marketing process of stimulating and capturing interest in a product or service for the purpose of developing sales pipeline. It is very important to have qualified leads so as to have qualified leads. Lead generation is all about brand awareness, pulling down ...
Views: 264 - TOP 5 TIPS TO IMPROVE YOUR CUSTOMER SERVICE PERFORMANCE - by Submitted on Dec 03, 2019 from Surabhi JoshiThe quality of customer service you provide to your customers plays a vital role in the success of your business irrespective of its size. Therefore, almost all companies try to improve their customer service performance by employing the best strategies. Also, a productive support team will be ...
Views: 361 - TOP 4 STRATEGIES TO DEEPEN CUSTOMER RELATIONSHIPS LIKE NEVER BEFORE - by Submitted on Dec 02, 2019 from Surabhi JoshiCustomer relationships need to be nurtured as they play a vital role in the success of a business. Companies should work towards the enhancement of customer relationships. Here are a few tips on how you can deepen the customer relationships: Include a live chat feature on your business ...
Views: 286 - CUSTOMER RETENTION: TOP 5 TIPS TO KEEP YOUR CUSTOMERS INTERESTED IN YOU - by Submitted on Nov 30, 2019 from Surabhi JoshiCustomer retention basically means customers of the product or business tend to return to, continue to buy or in some other way not defect to another product or business, or to non-use entirely. Selling organizations fear customer defections and hence try to minimize them by employing effective ...
Views: 320(1 vote) - PROACTIVE CUSTOMER SUPPORT: ALL YOU NEED TO KNOW ABOUT IT TODAY - by Submitted on Nov 29, 2019 from Surabhi JoshiIn a typical situation, customer queries are addressed when they arise. Though an instant query resolution would make them happy this reactive approach may not provide you with the desired customer satisfaction level. So, a better option for an inflated customer contentment rate is the ...
Views: 324 - ALL YOU NEED TO KNOW ABOUT ASA IN THE CALL CENTERS - by Submitted on Nov 28, 2019 from Surabhi JoshiASA stands for “Average Speed of Answer”. ASA is a call center key performance indicator (KPI) typically referenced by managers while assessing their team’s performance, efficacy and degree of accessibility to their callers. It is a term pertaining to the service industry where it is also ...
Views: 406(1 vote) - TOP 4 TIPS TO IMPROVE CALL CENTER OCCUPANCY EFFECTIVELY - by Submitted on Nov 26, 2019 from Surabhi JoshiWe made you familiar with the concept of occupancy in our previous post. Now, let’s have a look at the most effective tips for improving call center occupancy: 1. Agent utilization during the quiet periods: There might be days when the traffic at a call center is not much. These days ...
Views: 319 - WHAT IS AGENT OCCUPANCY IN A CALL CENTER? - by Submitted on Nov 25, 2019 from Surabhi JoshiAgent occupancy refers to the percentage of time that call agents spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours. It is a statistic used in calculating the productivity of a call center. When agent occupancy is the ...
Views: 437 - BEST STRATEGIES TO CURB AGENT ATTRITION: V - by Submitted on Nov 22, 2019 from Surabhi Joshi1. Consider agent priorities: According to a research, agents who have worked in the contact center for more than six months have these top three priorities namely: i) salary ii) progression iii) nice environment On the other hand, the top three priorities for those who have been ...
Views: 319 - BEST STRATEGIES TO CURB AGENT ATTRITION: IV - by Submitted on Nov 21, 2019 from Surabhi Joshi1. Improve the working conditions: Agent satisfaction is the key to reducing agent attrition. This can be achieved by allowing agents the opportunity to work from home, on a flexible schedule, or in an office with an ergonomic workspace. This will make them more satisfied with their work and ...
Views: 337 - BEST STRATEGIES TO CURB AGENT ATTRITION: III - by Submitted on Nov 20, 2019 from Surabhi Joshi1. Provide rewards and internal promotions: Implementing peer recognition and rewards program is yet another powerful method of curbing agent attrition. It involves ensuring that each agent receives feedback that is directly tied to their performance and that they receive rewards when they ...
Views: 307 - BEST STRATEGIES TO CURB AGENT ATTRITION: II - by Submitted on Nov 19, 2019 from Surabhi Joshi1.Provide adequate training to all the agents: Skipping or shortening the training period, based on the fact that some agents need intense training while others do not can lead to the omission of useful experiences. This may further result in feelings of exclusion, inadequacy, and ...
Views: 331 - BEST STRATEGIES TO CURB AGENT ATTRITION: I - by Submitted on Nov 18, 2019 from Surabhi JoshiAn attrition refers to a common problem when call center employees feel stressed, unrecognized or underpaid. It can further be defined as the rate at which members of staff voluntarily leave the workforce over a given period of time. A thorough understanding of all of the reasons employees ...
Views: 347 - BENEFITS OF ANI IN CUSTOMER SUPPORT CENTERS - by Submitted on Nov 16, 2019 from Surabhi JoshiAs mentioned earlier, ANI is a feature of a telecommunications network for determining the origination telephone number on toll calls for billing purposes. This amazing feature provides a number of benefits to the customer support centers employing it. We have mentioned some of those benefits ...
Views: 364 - WHAT IS AN ANI IN A CUSTOMER SUPPORT CENTER? - by Submitted on Nov 15, 2019 from Surabhi JoshiANI is an abbreviation for Automatic Number Identification. It is a service that provides the receiver of a telephone call with the number of the calling phone. The method of providing this particular information is determined by the service provider (such as AT&T, MCI, Sprint, and so forth). ...
Views: 435 - ALL YOU NEED TO KNOW ABOUT HIGH-TOUCH CUSTOMER SERVICE - by Submitted on Nov 14, 2019 from Surabhi JoshiCustomer service at a call center is defined as the process of waiting for people to call in with a question and then answering the question or solving the caller’s problem. A high-touch customer service can be regarded as an advanced version of the traditional approach. In this kind of ...
Views: 409 - HOW TO CURB LONGEST DELAY IN QUEUE - by Submitted on Nov 13, 2019 from Surabhi Joshi“Longest delay in queue” (LDQ) describes the longest time period that a customer in a queue waits before either connecting with an agent or hanging up. LDQ is tracked through two categories in call center metrics: i) Longest delay to answer: This is the longest delay for a caller before ...
Views: 361 - TIPS TO REDUCE FCD IN A CALL CENTER: II - by Submitted on Nov 12, 2019 from Surabhi Joshi1.Optimize call queue settings: It is a known fact that customers hate waiting when they want to get their queries resolved. The best solution to this problem is modern contact center software. It offers various features to optimize call queues, reduce the wait time and thus exempt FCD. Some ...
Views: 356 - TIPS TO REDUCE FCD IN A CALL CENTER: I - by Submitted on Nov 11, 2019 from Surabhi JoshiAs we mentioned in our earlier post, FCD refers to a scenario where a caller hangs up the call after listening to the notice that ‘our customer care agents are currently busy, your call is important to us, please hold the line’. Fast clear down is a result of the fact that such customers are not ...
Views: 376 - ALL YOU NEED TO KNOW ABOUT FCD AND ITS IMPACT ON CALL CENTERS - by Submitted on Nov 08, 2019 from Surabhi JoshiA fast clear down is a call center term for a caller who hangs up upon hearing a delay notice. FCD is basically used for callers who hang up immediately after they come to know about the delay in reaching a customer care agent. This is a scenario where a caller hangs up the call after listening ...
Views: 341 - A COMPLETE GUIDE TO CALL CENTER ANALYTICS: III - by Submitted on Nov 07, 2019 from Surabhi Joshi1. Cross-channel analytics: Customers today, have been provided with multiple channels through which they expect to be able to reach and interact with call center agents. The data flowing in from each of these channels contains valuable insights. This call center analytics enables ...
Views: 360 - A COMPLETE GUIDE TO CALL CENTER ANALYTICS: II - by Submitted on Nov 06, 2019 from Surabhi Joshi1. IVR analytics IVR analytics is a highly effective end-to-end call assessment solution that is a part of customer experience strategy. As a matter of fact, the customers who are greeted by linear thinking IVR systems instead of human voices already assume that their self-service experience ...
Views: 393 - A COMPLETE GUIDE TO CALL CENTER ANALYTICS: I - by Submitted on Nov 05, 2019 from Surabhi JoshiIn order to measure the performance of a call center’s customer service representatives individually and as a whole, call center analytics is used. Also, this is used to gauge a call center’s overall approach to customer relationship management (CRM) in a quick and responsive manner. Call center ...
Views: 427 - CROSS-MEDIA QUEUING AND ITS COMPONENTS - by Submitted on Nov 04, 2019 from Surabhi JoshiThe term “Cross-media queuing” refers to a call center methodology in which all incoming messages, be it a phone call, an e-mail, fax, interactive voice response (IVR) message, website submission or an instant message, is routed in the same way. As per a resource, Intel provided a whitepaper ...
Views: 367 - SCREEN POP AND ITS IMPORTANCE IN A CUSTOMER SUPPORT CENTER - by Submitted on Nov 02, 2019 from Surabhi JoshiA screen pop is an enticing feature of a computer telephony integration (CTI) application. It automatically displays all of the relevant caller and account information on a call center agent’s screen during a call. In order to match the incoming call against a customer database, caller ID , ...
Views: 300 - WHY ISSUE TRACKING SYSTEM IS IMPORTANT FOR A CALL CENTER - by Submitted on Nov 01, 2019 from Surabhi JoshiAs mentioned in our earlier post, issue tracking system is a software application that allows an enterprise to record and follow the progress of every problem or issue that a computer system user identifies until the problem is resolved. An ITS enables the user to: i) report an issue ii) ...
Views: 335 - ALL YOU NEED TO KNOW ABOUT ITS IN A CALL CENTER - by Submitted on Oct 31, 2019 from Surabhi JoshiIn call centers’ context, ITS stands for issue tracking system. It is also known as trouble ticket system, support ticket, request management or incident ticket system. An ITS is a computer software package that manages and maintains lists of issues, as needed by an organization and is used in ...
Views: 296 - WHAT IS MEANT BY SKILLS-BASED ROUTING? - by Submitted on Oct 30, 2019 from Surabhi JoshiSkills-based routing refers to a call-assignment strategy used in call centers to assign incoming calls to the most suitable agent, instead of simply choosing the next available agent. It can be considered as an advancement to the ACD systems found in most call centers. Call centers these days ...
Views: 313 - TIPS TO REDUCE CALL CENTER SHRINKAGE: II - by Submitted on Oct 29, 2019 from Surabhi Joshi1. Forecast down to appropriate intervals: A particular number of agents is needed at different times of day to handle typical call volumes. This number is termed as “Base staff” and varies by time of day or day of the week. It is said to be a good practice to forecast down to about 15- or ...
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