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When Employees Behave Badly

Most of the time, call center employees do a great job of treating customers like real people, listening to their concerns and providing solutions to their problems. Most of the time they’re courteous, friendly and professional. Every once in a while, however, one of your call center employees does something that can’t be overlooked. They disclose information that’s proprietary… They use inappropriate language or talk about inappropriate subject matters with a customer… They are rude…

Last Updated on August 10, 2020

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The Silent Majority and How They Impact Customer Service

Customer service automations spewing robotic answers with no sincerity or commitment are now the norm, not the exception. You can almost smell their indifference through the phone. When you call with a problem, you’re made to feel like you’re inconveniencing them instead of the other way around. “Why are you laughing?” These people are answering your phones – right now. (more…) Last Updated on November 9, 2020

Last Updated on November 9, 2020

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911 Operators Cut Through the Chaos

On Monday October 21st, Sparks (NV) PSAP dispatchers responded to the frantic calls from adults and children who bore witness to the latest tragic school shooting at the Sparks Middle School. 12-year-old student Jose Reyes brought his parent’s handgun to school and proceeded to shoot and kill a popular math teacher and former marine while wounding two students. The teacher, Michael Landsberry, is being hailed as a hero for attempting to talk Reyes down, giving…

Last Updated on January 31, 2019

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How A Voice Logger Benefits Tech Support...and the Whole Company

Customers call tech support hotlines each day looking for solutions to the problems they encounter using products from personal electronics to appliances to software. The results of those calls are either the building blocks of customer loyalty or the beginning of the end of a customer relationship. How can your company insure tech support is something customers rave about rather than rant about? Call logging software is the single most important quality assurance tool you…

Last Updated on January 31, 2019

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Financial Reforms Bring About Increased Use of Call Recording Technology

The “Great Recession” brought with it a slew of new regulations for our financial markets. Real estate, securities, commodities and banking have all been affected. Perhaps the largest and most well-known financial reform is 2010’s Dodd-Frank Wall Street Reform and Consumer Protection Act. This sweeping legislation tightened capital requirements on large banks and other financial institutions Required derivatives to be sold in clearinghouses and exchanges Limited institutions ability to trade with customer money for their…

Last Updated on January 30, 2019

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911 Call Takers - In Search of Heroes Every Day

For a 911 call taker, making headlines is a double-edged sword. There’s the hero who calmly talked a youngster through a burglar’s attack and the goat who lost it on a petrified caller who was too shell-shocked to answer even the simplest of questions. It’s not easy being one of the men and women who answer calls day and night not knowing what crisis the next call may bring. Not everyone has what it takes…

Last Updated on March 3, 2020

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How to Identify and Meet Customer Needs Every Time

In the same way you determine what’s important to your employees; you can determine what’s important to your customers. Human emotional needs are universal and there are distinct patterns that can be observed when you know what you’re looking for. Let’s revisit those four basic human emotional needs and see how they can be observed during a typical phone interaction. Validation – The need to feel important, valued, understood, or appreciated Security – The need…

Last Updated on January 31, 2019

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Demystifying Customer Experience

According to fonolo.com, 90% of customers still prefer to solve their customer service issues using the telephone. This is a source of great opportunity for call centers to provide outstanding, loyalty-building customer experiences that often translate to upsells and referrals. This also presents a challenge to call centers to prevent customer defection and negative reviews from getting out on the street. After all, The White House Office of Consumer Affairs says 13% of dissatisfied customers…

Last Updated on January 31, 2019

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Telephone Denial of Service (TDoS) Attack on Public Safety

Imagine this scenario: You’re a call taker at a 9-1-1 center and you receive an incoming call from someone representing a payday loan company asking you to pay $5000 to settle an uncollected debt. Of course, you don’t owe this debt and refuse to pay. After a brief exchange the caller disconnects. What follows is utter chaos. All the phone lines light up simultaneously as your PSAP (Public Safety Answering Point) is deluged with incoming…

Last Updated on March 13, 2020

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Service With More Than a Smile – A Call Recorder Can Help

You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied. Jerry Fritz, Sales and Customer Service Author It’s not a coincidence if this quote reminds you of last week’s post about the small business value proposition. Let’s talk in more general terms this time around. You see, there’s one thing we can count on whether we’re providing customer service on the phone,…

Last Updated on January 31, 2019