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If you operate a call center, whether it’s a start-up or an established business, you need to have certain call center policy and procedures. Developed with the help of relevant subject matter experts, it helps secure your organization and its stakeholders and provides the foundations for smooth call center operations. Policies guide your employees to reach the company’s long-term goals.

Customer support tools are vital for any company looking to upgrade its customer support. In this article, we’ll compare Drift vs Intercom to find out which is the right customer support tool for you. We’ll compare them based on the following: By the end of the article, you’ll know all of the main differences between Drift and Intercom, and you’ll know which is the right customer service tool for you. Let’s get started.

Asking your customers the right questions post-purchase helps you gather invaluable input and reveal opportunities your business didn’t know existed. Surveying your customers (and responding to their feedback) also reassures them about how important they are to you through the effort you take to maintain that relationship. Customers expect businesses to reach out to them and ask for feedback, but you need to make sure this feedback is meaningful and actionable.

Your customer service reps are on the front lines of your business. Every day, they’re interacting directly with customers, helping to keep them happy and even increase revenue. Unfortunately, their job is highly unpredictable. How frequently will customers reach out? How complex will their requests be? You need to make sure that your customer service agents have enough bandwidth to handle all of them in a timely manner.

The latest challenge for organizations of all sizes is thinking about how to build the office of the future. Now that many employees are either considering working remotely or in a hybrid setting permanently, business leaders struggle to envision an office that works for everyone. The office of the future will surely be more expansive than previous models, with technology and processes that set all employees up for success regardless of when and where they are working.

Are poor productivity and dissatisfied customers one of the biggest challenges for your company? Do your employees lack a clear understanding of their roles and Standard Operating Procedures? Is your company struggling with operational efficiency?

There’s an oft-cited stat that text messages from businesses have a 98 percent open rate, but there’s a lot more to business texting than just outbounding customers. Customer service has been transformed by messaging. In 2020, support requests surged over messaging apps, with WhatsApp seeing 101 percent growth from the previous year. Only 15 percent of surveyed customers said they preferred to use SMS as a customer support channel when available. The lesson?

Podio is one of the more mature and older project management solutions which is why we decided to put together an all inclusive list of the best Podio alternatives for your business. Podio prides itself in being one of the most secure and stable project management softwares with a stability score of 99.99% in 2021 so far. Being a part of Citrix security has been essential since the company’s founding.

A call center break policy highlights guidelines related to the breaks agents take during their work period. It defines certain rules so that agents can get some rest without their breaks having a negative impact on their productivity and the overall customer experience. Here’s a call center break policy that you can customize and make a part of your employee handbook: (Note: A downloadable version of this call center policy is available at the bottom of the template.)