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In customer support, it’s tempting to think that faster is always better. After all, time is money, and reducing how long it takes your team to resolve each issue should save both. But here’s the truth: if you cut Average Handle Time (AHT) too aggressively, you could also cut into
“Hello, how can I help you today?” Imagine hearing that in perfect Spanish, Mandarin, or Arabic—whichever language your customer feels most comfortable in. That simple switch can turn a confused buyer into a loyal customer. In today’s global market, offering support in just one language is no longer enough. Businesses
Your Product is Powerful—Your People Make it Unstoppable Let’s face it: In tech, even the most innovative product can fall flat if the support behind it isn’t strong. Picture this—your customer just hit a bug during a critical product demo. They reach out, expecting frustration. But instead? They’re met with
Sequel to: “Why Emotional Intelligence Is a Must-Have Skill for Contact Center Agents” In the high-pressure world of contact centers, coaching isn’t just a performance review—it’s a powerful tool for transformation. But for coaching conversations to truly inspire growth and connection, emotional intelligence (EI) needs to take center stage. Previously,
(A Humorous Take on Serious Mistakes) Let’s face it—great customer service can make your brand a favorite. But bad customer service? That can turn your business into a viral horror story… for all the wrong reasons. We’ve all had those moments: sitting on hold for an eternity while a robotic