What does IVR mean? IVR stands for: “Interactive Voice Response” – which is an interactive customer service system that callers can either speak to or engage with by using the dial-pad...
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There is one skill that every exceptional customer support representative should have and that is empathy. Yes, it’s important to be able to speak with confidence, just as it’s important...
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The phonetic alphabet is a standardized set of words used to represent the letters of the alphabet. It is commonly used in the customer service industry to ensure clear and...
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As a customer service professional, it's essential to have strategies in place to effectively manage difficult or upset customers. One effective tool is the use of empathy statements, which are...
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CX - What Is It? The concept of customer experience (CX) refers to how a company engages with its customers throughout the entire buying process, no matter in which stage they...
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Consider the situation where 10 customers are waiting in line at the checkout of your physical store. It's time to hand over their hard-earned money after they've finished browsing and...
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Customer experience and satisfaction have always been a cornerstone of business. If you aren’t appealing to your customers and giving them what they want then they may not buy from...
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Back in the day, figuring out how customers felt about a brand and business was relatively inelegant. In essence, if a customer never returned, they weren’t all that impressed. Not...
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AI chatbots are amazing. There’s a good chance that you have already engaged with one on a website without perhaps even realising it. They are on the front lines of...
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Running a business isn’t easy. If that were the case then everyone would be doing it. It takes a certain type of person to be able to set up, run,...
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