Dec
23

12/23/2014       By: Natalya Bucuy

They say you only get one shot at a first impression. In the world of customer service, that first impression often comes in the form of text, and where there’s text- there’s massive spell...

Jan
20

01/20/2014       By: Natalya Bucuy

How do you manage email overload when you receive hundreds or even thousands of customer inquiries on a daily basis? Until recently there’s been no easy answer to that question. You can divide ...

Sep
27

09/27/2013       By: Natalya Bucuy

In the fast-paced environment of a modern call center, the efficient use of time is the key to both happy customers and satisfied management. 
Traditionally, live interactions between call center ag...

Sep
18

09/18/2013       By: Natalya Bucuy

Image courtesy of Stuart Miles / FreeDigitalPhotos.net How many times have you come in on a Monday morning, checked your email, and then instantly wanted to go crawl back in bed after seeing tons and ...

Sep
18

09/18/2012       By: Natalya Bucuy

Courtesy of FreeDigitalPhotos.net If you oversee a help center, you’ve likely noticed that unpredictable call volumes can leave you with the difficult task of managing periods of idle time. Inactive...

Sep
11

09/11/2012       By: Natalya Bucuy

Analytics are a manager’s best friend. By collecting massive amounts of customer data into neat reports, they allow management to identify problem areas and set concrete, quantifiable goals. But wit...

Aug
09

08/09/2012       By: Natalya Bucuy

Courtesy of FreeDigitalPhotos.net “Time is money.” Ben Franklin coined this saying in the 1700s, and it’s especially true today for businesses looking to expand. So if you’re c...

Nov
30

11/30/2011       By: Natalya Bucuy

This is part 2 of a two part series about motivating your help desk department. Part 1 is here. In the last blog post I talked about why a company needs to keep the morale of the customer service dep...

Nov
25

11/25/2011       By: Natalya Bucuy

Some of the most important employees of your organization work at the helpdesk. They are the first to deal with prospects and customers and your brand image depends a lot on how they do their job. Con...

Mar
17

03/17/2011       By: Natalya Bucuy

Make Sure Your Staff is Ready Staff can be easily prepared and trained to know how to use the operator panel and handle multiple incoming chats simultaneously. Don’t Hide the Chat Button Placeme...