TL;DR: Track these customer service KPIs to boost performance and satisfaction: First Response Time Average Resolution Time Customer Satisfaction (CSAT) Call Abandonment Rate First Contact Resolution (FCR) Agent Utilization Rate Measure, analyze, and improve your customer support! If your business relies on customer support teams to interact with clients, then tracking the right customer service […]
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TL;DR: While “hello” feels like the timeless standard phone greeting, its use is surprisingly modern. Originally, Alexander Graham Bell preferred “Ahoy!” but Thomas Edison popularized “hello” as a more professional, universal greeting. Over time, it became essential for phone etiquette and remains vital for businesses today. Edison recommended “hello” in 1877 to standardize phone communication. The […]
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As a live call answering service, communication is our specialty. Day in, day out, we say hello to the customers of our small business clients, screen calls, and answer questions for them. Though we specialize in communication with the outside world, we don’t stop there. Internal communication is important for all businesses, big or small. […]
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Customer service is really important to us. We aren’t just interfacing with our own customers, after all. An answering service is a vocal representation of our customer’s customers! It’s our role as virtual receptionists to make sure everyone is delighted. Some people may think that good customer service is a cut-and-dry thing. Be friendly, right? […]
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Surely you always strive to give your customers, clients and anyone who attempts to do business with you the utmost kindness, respect, and quality of service. But, there are times that despite your best efforts, someone may get upset with you or one of your employees. And, unfortunately, in this time, the preferred way for […]
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