Interested in call center supervision? Maintaining high standards in customer care service is not an easy task. That’s why customer service representatives (CSR) should receive thorough training and guidance to excel at their job. This is where call center supervision plays a crucial role. A frontline supervisor sets the call center up for success by building, nurturing, and managing a winning team of customer reps.

Sometimes, a day seems to be very short. How do some people manage to achieve so much within 24 hours of the day? Well, the answer is a good and thoughtful time management plan. But, what is a time management plan, and how do you create one? In this post, you will get answers to these questions and learn how to be productive within the given timeframe.

For over four decades, large US businesses have relied upon the shared services business model for cost reduction and operational efficiency. Even now, the trend continues with over 80% of the Fortune 500 companies in the USembracing it for obvious reasons. Presently, Human Resources (HR) and Legal shared services teams have become increasingly popular due to their sensitive nature and the supportive role they play in the overall functioning of a business.

So, what does CX mean? As you can expect with any “what is” query you pop into Google, Wikipedia does a great job providing customer experience definition. It says that: “The product of an interaction between an organization and a customer over the duration of their relationship”. Now, by all means – that 100 % true. But, being in the customer experience game ourselves, we’re not entirely satiated. At least not just yet.

The global pandemic has changed the face of e-commerce and customer journeys. As expectations shifted overnight, customer teams found themselves rapidly re-evaluating their customer care process. BrewDog, the best-selling craft beer brewery in the UK, found itself in this situation.

We often hear that Artificial Intelligence is the future. The truth is that it’s already here, and if you’re not already using AI for customer service, you’re missing out. Integrating AI into customer service can drastically improve CX. It helps identify customer pain points, automates processes, speeds up decision-making, and optimises service delivery.