By now you've realized you didn't win the Powerball and your New Year's resolutions were really just last week's to-do list.
But that's OK! Tomorrow's another fresh start. Over the years we've learned that:
Support has a contagious can-do attitude.
Disney started the “smile in your voice” training for call center reps. That means on the phone the customer can hear the agent is bubbly and pleased to help. A strong company culture can help your agents feel happy and taken care of –and employee happiness leads to customer happiness.
Even so only 65 percent of companies provide effective tools and the proper training to gain trust with their customers, according to Peppers and Rogers Group.
Give your employees the tools they need to do their job. Inspire them to warmly welcome the customer. Even if the customer is flustered — employees must always maintain a positive demeanor.
Case Study: Rapidly Growing MSP in the Midwest
The Challenge
Streamline the workflow of a MSP with an evolving infrastructure in order to deliver cost effective, efficient, and excellent support to a rapidly growing network of nursing home and acute care providers.
The Client
A rapidly growing Managed Service Provider (MSP) in the Midwest, which has evolved a portfolio of HIPAA compliant managed services, struggling to manage thousands of customer requests each month.
To really impact the success of your business, you need to get to know it. You need a clear understanding of how things work so you can effectively assess and determine areas for improvement.
Right now, customers are using VisX to help increase productivity, efficiency and overall customer satisfaction. VisX seamlessly integrates multi-brand and multi-channel support applications, such as LiveChatInc and ZenDesk to help you make more informed decisions, faster than your competition.
