Articles – Customer Support Leaders

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Customer Retention in a Recession - Iterate Quickly with Data Analytics

Customer Retention in a Recession - Iterate Quickly with Data Analytics

Charlotte Ward @ Miuros

Surveys are only as good as the questions you ask

Surveys are only as good as the questions you ask

Customer Support Leaders

Here we are, abusing them to the point of their, and our own, demise

Here we are, abusing them to the point of their, and our own, demise

Customer Support Leaders

If you mess up the beginning or the end points, then you significantly sway the whole experience.

If you mess up the beginning or the end points, then you significantly sway the whole experience.

Customer Support Leaders

Get this wrong, and your relationships and customer satisfaction will plummet

Get this wrong, and your relationships and customer satisfaction will plummet

Customer Support Leaders

Relating to customers as people, rather than problems, means you can leapfrog awkward interactions

Relating to customers as people, rather than problems, means you can leapfrog awkward interactions

Customer Support Leaders

Applying Scales to Human Emotions

Applying Scales to Human Emotions

What’s in a number? Quite a lot, if you’re incentivising agents on it. Or marketing your service based on it. But what does...

29th February 2020

Bee-ware of Burnout

Bee-ware of Burnout

It’s February. This month, around 85% of all the commercial honeybee hives available in the US will have been packed off on trucks...

17th February 2020

How Quality Assurance helps organisations build a coaching programme

How Quality Assurance helps organisations build a coaching programme

Charlotte Ward @ EvaluAgent

I’ve worked on the front line in a heated call centre environment, and loved it

I’ve worked on the front line in a heated call centre environment, and loved it

Customer Support Leaders

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