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Articles from Surabhi Joshi | Selfgrowth.com
- TIPS TO REDUCE CALL CENTER SHRINKAGE: I - by Submitted on Oct 25, 2019 from Surabhi JoshiCall center shrinkage can be quite jeopardizing. So, the call center managers should consider taking measures to minimize it. Here, we have mentioned some tips that would help with the same: 1. Consider tracking the negotiable categories of shrinkage: The non-negotiable category of call ...
Views: 426 - 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 ...
Views: 415 - 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 - 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 - TOP 4 APPS TO BOOST YOUR PRODUCTIVITY - by Submitted on May 01, 2017 from Surabhi JoshiProductivity apps help lessen the time you spend working, simplify the hectic process for you and increase your productivity. Here, we’ve listed the best productivity apps for you: Wunderlist: It is a free cloud-based task management application. Wunderlist is an app that allows users to ...
Views: 613 - 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 - 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 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 - TOP 4 TIPS TO IMPROVE YOUR NPS - by Submitted on May 09, 2017 from Surabhi JoshiThe NPS is calculated based on responses to a single question: How likely is it that you would recommend our company/product/service to a friend or colleague? The scoring for this answer is most based on a 0 to 10 scale. The ones who respond with a score of 9 to 10 are called “Promoters”. Others ...
Views: 565 - TOP 5 EMAIL MARKETING SOFTWARE FOR YOUR BUSINESS - by Submitted on Jan 14, 2020 from Surabhi JoshiIn our previous article, we made you familiar with the benefits of email marketing. Now, let’s have a look at the best email marketing services available, so as to help you choose the right one for your business: MailChimp: This is a powerful email marketing tool that integrates with ...
Views: 412 - TOP 5 FACTORS RESPONSIBLE FOR HIGH CUSTOMER FRUSTRATION LEVELS - by Submitted on Jan 22, 2020 from Surabhi JoshiCustomer frustration exists in every business. It may be due to an unresolved query or due to the hassle caused by the company during the return or exchange of a product. There are a lot of reasons that cause customer frustration. Here’s a list of the top five reasons responsible for the ...
Views: 411 - 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 5 LEAD GENERATION SOFTWARE FOR YOUR BUSINESS - by Submitted on Jun 02, 2017 from Surabhi JoshiThese days businesses do not prefer cold calling much as there are a number of better options available for connecting with prospects. Lead generation is one of them. In the simplest form, lead generation refers to the act of gathering valuable personal information from a prospect in exchange ...
Views: 530 - Top 5 Lead Generation Software To Benefit Your Business - by Submitted on Feb 18, 2020 from Surabhi JoshiThese days businesses do not prefer cold calling much as there are a number of better options available for connecting with prospects. Lead generation is one of them. In the simplest form, lead generation refers to the act of gathering valuable personal information from a prospect in exchange ...
Views: 399 - 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 STRATEGIES TO REDUCE CUSTOMER CHURN - by Submitted on May 02, 2017 from Surabhi JoshiNo business wants its customers to leave but some customers are past saving. These are the one’s 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 that be done? Let’s have a look: Identify your target ...
Views: 557 - TOP 5 TIPS FOR HANDLING CUSTOMERS DURING HOLIDAY SEASON - by Submitted on Apr 27, 2017 from Surabhi JoshiThe holiday season is that particular time of the year when a business can gain unbelievable profits. However, these days the competition among businesses is high and customers have unreasonably high service expectations, especially during the holiday rush. In order to stand out from the crowd ...
Views: 583 - 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 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 - 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 7 LIVE CHAT ETIQUETTE FOR AN EXCEPTIONAL CUSTOMER EXPERIENCE - by Submitted on May 10, 2017 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: 658 - 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 COMMUNICATION CHANNELS YOUR BUSINESS NEEDS TO BE PRESENT ON TODAY! - by Submitted on Sep 22, 2017 from Surabhi JoshiBeing a part of the e-commerce competition, you must have often heard about placing live chat on your checkout pages. Do you know the reason behind this suggestion? Come, let’s enlighten you with the same: Live chat at checkout helps focus your efforts: Not all e-commerce companies have ...
Views: 401 - TOP FACTORS THAT CAUSE CART ABANDONMENT: I - by Submitted on Jul 30, 2019 from Surabhi JoshiCart abandonment refers to the process of a visitor on a web page leaving that page before completing the desired action. It points out to the visitors who add items to their online shopping cart, but exit without completing the purchase. Cart abandonment subjects an e-commerce site to a loss in ...
Views: 387 - TOP FACTORS THAT CAUSE CART ABANDONMENT: II - by Submitted on Jul 31, 2019 from Surabhi Joshi1. Costly products: Extremely high cost of products is also a reason for cart abandonment. If your products are costly, people will not buy them. In other words, if you are driving up the prices, the users may look elsewhere or consider buying it for less elsewhere. 2. Discount ...
Views: 424 - TOP FACTORS THAT MAY BE RESTRICTING THE SALES GROWTH OF YOUR BUSINESS - by Submitted on Dec 08, 2017 from Surabhi JoshiBuilding a scalable, repeatable and predictable business that always has a favorable sales growth pattern is not an easy task. Almost every business is affected by a number of issues that hinder its growth! Even if you have a promising solution in a lucrative market and have the resources ...
Views: 458 - TOP LIVE CHAT ETIQUETTE FOR AN ENHANCED CUSTOMER EXPERIENCE - by Submitted on Jun 11, 2018 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: 391 - TOP STRATEGIES FOR AN EFFECTIVE CUSTOMER CHURN REDUCTION - by Submitted on Jun 18, 2018 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: 454 - TOP STRATEGIES TO USE SOCIAL MEDIA FOR CUSTOMER RETENTION - by Submitted on Apr 05, 2018 from Surabhi JoshiRunning a business, no matter what scale or size, no matter online or not, you must have always heard that it’s more important to retain the existing customers rather than acquiring new ones. The reason? Well, that’s because the return on that investment will probably be substantially ...
Views: 486 - TOP TIPS TO ENABLE YOUR SMALL CUSTOMER SUPPORT TEAM TO RESPOND FASTER! - by Submitted on Jun 14, 2018 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: 422 - TRAINING YOUR LIVE CHAT AGENTS: ESSENTIALS ELEMENTS OF THE TRAINING PROCESS - by Submitted on Jun 02, 2018 from Surabhi JoshiWhat if I ask you how’ll you train your live chat agents? Your response would probably include statements like: Make them familiar with the live chat platform they’ll be working on. Educate them about the products and services that your business deals in. Provide them an access to all ...
Views: 438 - TRAITS OF AN EFFICIENT LIVE CHAT AGENT - by Submitted on Jul 15, 2017 from Surabhi JoshiLive chat agents are an inevitable part of the customer support section of a business. Like the other support agents, they too are responsible for representing a business in front of the people. The quality of the service they provide decides how people perceive a business and the quality ...
Views: 448 - TYPES OF SALES PROMOTIONS – I - by Submitted on Jan 15, 2019 from Surabhi Joshi1. Reward your customers: Customers love discounts and stuff like that. Thus, rewarding your customers will help you build a solid base of loyal, long-term customers and it will entice people to shop more at your online store. Providing great customer service is crucial to the success of your ...
Views: 365 - TYPES OF SALES PROMOTIONS: II - by Submitted on Jan 16, 2019 from Surabhi Joshi1. Provide free shipping: Providing shipping that’s free of cost is one of the greatest and most profitable sales promotions! Free shipping and return instill in the customers a sense of security that they won’t lose out if the delivered product did not meet their expectations and they wanted ...
Views: 486 - ULTIMATE GROWTH HACKS THAT’LL PROFIT YOUR BUSINESS LIKE NEVER BEFORE! - by Submitted on Oct 06, 2017 from Surabhi JoshiIn the simplest language, growth hacks are certain conventional and unconventional marketing experiments that lead to the growth of a business. Here are the best ones that you can leverage to make your business shine. Keep abreast with the latest trends: Being aware of what’s going on ...
Views: 454 - UNRIVALLED TIPS TO CREATE AN IMPECCABLE CUSTOMER EXPERIENCE! - by Submitted on May 22, 2018 from Surabhi JoshiCultivating an exceptional customer experience for your customers is as important as delivering a great service in today’s era! An impeccable customer service alone cannot meet the ever-increasing expectations of today’s customers. Here are the best ways to create a great customer experience ...
Views: 410 - USEFUL TIPS TO HELP YOU MAINTAIN A POSITIVE ATTITUDE IN CUSTOMER SERVICE - by Submitted on Jan 03, 2020 from Surabhi JoshiThe customer service agents have to deal with a variety of customers each day. Obviously, not all of them talk nicely, hence, making the job a stressful one. This causes exhaustion, anxiety, lack of motivation, uncertainty, and frustration in the agents. This may further lead to other ...
Views: 361 - USER EXPERIENCE WITH LIVE CHAT - by Submitted on Sep 10, 2018 from Surabhi JoshiWith the advent in technology, the online customers are become more and more demanding with every passing day. This is why the e Commerce entrepreneurs are under the pressure of having awesome websites that appear more appealing and captivating for modern day customers. Despite the website ...
Views: 418 - USES OF AUTOMATIC SPEECH RECOGNITION SYSTEM: I - by Submitted on Aug 29, 2019 from Surabhi JoshiBy now, we are familiar with the automatic speech recognition technology. We have already discussed about its basics, working and benefits. Now, let’s take a look at its uses. Automatic call recognition can be used for the following purposes: 1. Handle high volumes of customer service ...
Views: 379 - USES OF AUTOMATIC SPEECH RECOGNITION SYSTEM: II - by Submitted on Aug 30, 2019 from Surabhi Joshi1. Provide quick access to information: Automatic speech recognition system is the best available technology if you have customers who need fast access to information. There are many circumstances when customers do not actually need or want to speak to a live operator. This happens when they ...
Views: 370 - USING LIVE CHAT FOR UPSELLING THE RIGHT WAY! - by Submitted on Aug 08, 2017 from Surabhi JoshiThe term ‘upselling’ refers to a sales technique used to get a customer to spend more by buying an upgraded version of what’s being purchased. The process involves trading up to a better version of a product that’s being purchased. Upselling may also be about exposing the customer to other ...
Views: 724 - USING TEXT MESSAGES TO ENHANCE YOUR CUSTOMER SERVICE - by Submitted on May 31, 2017 from Surabhi JoshiAs a matter of fact, SMS service is the most preferred channel for businesses as it is affordable, convenient and efficacious. It is capable of delivering fast service and provides high customer satisfaction rates. It acts as a real time savior for the support agents at any company. When used ...
Views: 561 - VIDEO CHAT: STRENGTHENING AND MAKING YOUR LIVE CHAT SERVICE UNMATCHABLE! - by Submitted on Sep 01, 2017 from Surabhi JoshiSo far we have talked about live chat, its uses and benefits. But there’s something that has the potential to add to the power of this already efficacious service. Yes! It’s a ‘video chat’ that makes all the difference. It takes a live chat experience to an entirely new level! Video chats ...
Views: 497 - WANT TO TAKE YOUR CUSTOMER SERVICE PERFORMANCE TO A HIGHER LEVEL? READ ON - by Submitted on Feb 03, 2018 from Surabhi JoshiIt won’t be wrong to say that customer service is one of the most crucial factors responsible for a business’s success. That’s the reason almost all companies try to improve their customer service performance by employing the best strategies. Also, a highly productive support team will be ...
Views: 428 - Ways To Get The Most Out Of Canned Messages In Live Chat - by Submitted on Jun 30, 2018 from Surabhi JoshiCanned messages are pre-defined answers to frequently asked questions from clients. Many companies see canned messages as an approach to propel customer service efficiency because customer representatives don’t have to type long custom messages for example step by step instructions. That is ...
Views: 418 - WEB SELF-SERVICE: KNOW HOW IT BENEFITS A BUSINESS AND ITS CUSTOMERS! - by Submitted on Nov 20, 2017 from Surabhi JoshiWeb self- service is a type of electronic support, which allows the customers and agents to access information. It enables them to performs tasks over the internet, without any other interference from another agent in a customer support center. Web self-service systems employed for ...
Views: 429 - WEBSITE CONVERSION: THE BASIC STEPS TO START UP THE PROCESS - by Submitted on Nov 09, 2017 from Surabhi JoshiGetting a lot of traffic on your website is good. But, visits alone do not mean a successful business. In order to make money, you’ve got to convert at least some of those visitors into customers. In other words, you need a good amount of website conversions. We have listed the best strategies ...
Views: 479 - What all should an effective live chat software have? - by Submitted on Apr 19, 2017 from Surabhi JoshiBusinesses nowadays know the power of live chat. They leverage it for boosting their profits as well as customer satisfaction. Though employing a live chat feature on your website is the best thing you can do to your business but it is equally important to choose the right live chat software. ...
Views: 511 - 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 - 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). ...
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