Fonolo

NOVEMBER 15, 2017

The customer service profession is known for high turnover rates and agent burnout, however, some professionals greatly excel in this line of work, and show tremendous aptitude for delivering excellent customer care. Patience is a sure-fire sign of someone well-equipped for the customer service profession.

Customer Service 100

Customer Service Agent burnout Best practices Call Center 100

Fonolo

MARCH 4, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

ShepHyken

JULY 1, 2016

But what if you are ignoring your greatest resources for improvement: your frontline employees? Feedback from customers and opinions of management can all be skewed due to a limited perspective. Open up the line of communication with your employees to evaluate your current processes and reach your customer experience goals.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

Fonolo

FEBRUARY 20, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.

Customer Service 67

Customer Service Metrics Call Center Banking 67

Certified Languages International

DECEMBER 8, 2019

If the answer is yes, then you already know that the Centers for Medicare and Medicaid Services (CMS) call center monitoring period is fast approaching. And you are already acutely aware of how stressful it can be to manage, prepare, and educate your busy agents on the requirements.

Call Center 52

Call Center Scripts Education Call flow 52

Russel Lolacher

OCTOBER 10, 2022

Get educated. I think we the employee side of it, I don’t think is really been that light bulb has really not gone off until the last couple of like the last five years or so. I would see better time management, and less is more mindset. To better be efficient time management, we cannot also lose the human element.

Journey mapping 52

Journey mapping Finance Personalization Customer Experience 52