by mosadmin | May 27, 2022 | Companies
Remote customer service has its own special lingo. You could be a master of the industry or a greenhorn agent still learning the ropes and still have no clue what some abbreviations mean. If you’re in customer service, you should be able to speak remote customer...
by mosadmin | May 19, 2022 | Companies
First contact resolution is the watchword for modern customer service. Once known as first call resolution, it has evolved alongside customer support to cover all channels from live chat to email. No matter how you approach FCR, every customer depends on it. After...
by mosadmin | May 17, 2022 | Companies
We’ve all had to call customer support at some point in life. And however simple or complex the problem, we want a speedy solution. Is there anything more tedious than having to call back repeatedly to fix stuff that shouldn’t be broken in the first place? We...
by mosadmin | May 3, 2022 | Companies
We live in a connected world. One so interlinked that the Black Lives Matter movement put the spotlight on existing racial inequalities in just a few days. Today, there is a rising demand for businesses to stand up for representation in the workplace. With companies...
by mosadmin | Apr 29, 2022 | Companies
In the 80s, it would have seemed like science fiction to touch a tiny glass screen and get help from across the planet. But only a generation later, here it is. Technical innovation has allowed us to get in touch with people in ways we could never have dreamed. This...
by mosadmin | Apr 19, 2022 | Companies
Considering average handling time (AHT) to be a key performance indicator (KPI) is contrary to the purpose of customer service today. But what is AHT, and why is it so damaging? What is average handling time? AHT is the amount of time a support agent has to complete...
