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10 customer service skills that every customer service rep must have

10 Customer Service Skills that Every Customer Service Representative Must Have

When it comes to providing the best customer service, there are certain skills that everyone staffing your contact center should possess. The following may seem basic for many but it is surprising to me how many times these basic skills are overlooked. More often than not, it is the people themselves who make the difference when it comes to an organizations ability to provide great customer service. Here’s a list of 10 customer service skills that every person involved in customer service needs to own to be able to provide the best customer experience possible. Let’s take a look:

customers want low friction channels like Automated Chat

Customers want Low-Friction Channels Like Automated Chat

More and more customers are choosing to use low friction channels as their point of contact for customer service. Chat, which includes automated chatbots and interfaces to chat with live agents, is perhaps the most suitable of all such channels.

top 5 trends in customer service Jacada

As customers have more brands to choose from than ever, the businesses that win the battle of the customer service wins the game. In today’s world, more and more brands are chosen based on whether customer experience matches their rising customer centric expectations, and customer service plays the most critical role in creating that experience. It’s no surprise then that the top trends in customer service heading into 2018 all have one thing in common, the customer themselves. Let’s take a look:

benefits of rpa for the contact center

Today, the emergence of robotic process automation (RPA) technology is stirring the winds of change in the business world, offering benefits which have a lot of appeal to various organizations and departments. However, one particular unit where robotic software provides a specific value for businesses is in their call centers where manual processes play such a significant role in the day to day operations. By automating these repetitive processes, RPA is delivering efficient, cost-saving solutions to customer service operational and technology challenges, and hence, helping call centers achieve more while completely changing the customer experience for the better. Let’s take a look:

jacada visual ivr the holiday gift to all call centers

Jacada Visual IVR: The Holiday Gift to All Call Centers

It’s no secret that the holiday season is often the busiest time of the year for many businesses. In fact, 20-40% of annual sales for retailers are generated over the last two months of the year, so the pressure on holiday retailers is high. For many customers, the way in which a company delivers its customer service determines whether they choose to give that company their business. The bottom line is poor customer service costs money, and customers are willing to abandon your brand even after a single negative experience. Let’s take a look at some of the factors that create such a challenge for call centers this time of the year and the solution that is primed to deal with them once and for all.

 

chatbots and rpa changing the future of customer service

Today, leading brands and service providers are turning to the amazing cognitive technology offered by “chatbots” to better manage and automate the customer service experience. At the same time, another technology gaining traction in the industry, Robotic Process Automation, is also being referred to as a “bot,” and it has started to create some confusion. The truth is, while RPA and chatbots both utilize artificial intelligence to impact the customer service experience positively, they are entirely different in their roles. Let’s take a look:

internet of things will fundamentally alter the contact center

Internet of Things will Fundamentally Alter the Contact Center

There is no doubt that the Internet of Things is going to significantly change how customer service is delivered. While adapting to the IoT has its challenges, benefits far outweigh.

how chatbots can enhance the insurance experience. Jacada

How Chatbots Can Enhance The Insurance Experience

Chatbots offer a number of very specific benefits to the insurance industry. It’s time this sector began its digital transformation, in order to access them.

transforming the insurance industry with digital

Transforming the Insurance Industry with Digital

Although slow to adopt digital, the insurance industry should look at the many benefits this offers, rather than focusing on the challenges it creates.

chatbots saviours of the insurance industry Jacada

Chatbots: Saviours of the Insurance Industry

While the insurance industry has been slow to transition to a digital world, chatbots offer a quick and easy way to begin delivering the services 21st century customers demand.

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