Articles
Tag: csr
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Are Your Business Values Aligned With Employee Values?
When leaders live the mission and values their businesses espouse, employees own and live the mission of the business in return.
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Make Your Customers Smile: Don't Make Them Talk to You
In the digital age, customers will do just about anything to avoid interacting with a live person unnecessarily, especially beyond the purchasing process. Eighty percent of the buyer’s journey is conducted online through self-education, and Forrester reports a clear preference for digital channels as people turn to web or mobile
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Align Your Customer Experience Priorities With Business Processes
Customer service representatives (CSRs) are supposed to serve customers. And while that sounds straightforward, it's actually a job that’s much more difficult than the title might make it sound.
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6 Tips for Managing the Modern Customer Support Organization
Growing an A-list team of customer support representatives requires a new set of management tactics. The stereotypical image of a customer service or call center organization typically resembles the following: teams of customer support representatives (CSRs) chained to endless rows of cubicles. Employees punch in and out.
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