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Author Archives: Cheryl_LaBaw
The Buddy System in the Call Center
Recently I learned that our operations department implemented a “buddy system” to assist the new hire agents in becoming acclimated to their new work environment. I thought to myself, what a novel idea and began to see all the possibilities of …
Categories: Answering Service, Customer Service, Human Resources
The Importance of Brevity and Call Optimization
Essential components for a call center to ensure efficiency are brevity and call optimization.. These elements are also essential to providing excellent customer experience. At Sound Telecom we expect professional, friendly, courteous representatives answering calls. This, by the way, offers …
Categories: Answering Service, Call Center News, Customer Service
Is Customer Service the New Marketing tool
Wow! This idea hit me while writing a piece on Customer Disservice on the Call Center floor. I found that every interaction with a customer or potential customer is a vote for or against your company and services provided. A …
Categories: Answering Service, Call Center News, Customer Service
The Call Center WOW Moment
Ever experienced a WOW moment? WOW moments most often catch the recipient off guard and pleasantly surprised they were fortunate enough to receive a WOW experience. Many customers in this growing movement expect to be wowed. If a loyal customer’s business is to …
Categories: Answering Service, Call Center News, Customer Service
Customer Disservice on the Call Center floor, Not at Sound Telecom
The inspiration for this piece came after viewing the subject, customer disservice on CNBC in January, dealing with Call Centers. The piece primarily featured Call Centers overseas. In the scene, I witnessed the agents complaining about the pushy, rude Americans. …
Categories: Answering Service, Business, Call Center News, Customer Service
