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5 Vital Characteristics of Successful Customer Service Agents

Jamie Sharp
Let’s face it - when outsourcing customer service, you are entrusting a partner to treat your most precious asset-your customers- with the utmost respect, care and professionalism.  Creating an environment in a third party call center starts with having the right culture, DNA, and values to achieve this goal in hiring, training, and deploying resources to their partners.  According to OnBrand24’s COO Michael Moody, there are a handful of vital characteristics each team member must possess.
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Topics: Customer Service, Call Center Agent

OnBrand24 hosts SOCAP New England Chapter Meeting

Jamie Sharp

 

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Topics: Customer Service, QA, Quality Assurance, Inbound Call Center Services, Call Centers, Tradeshows

5 Customer Service Tips for Engaging with Millennials

Jamie Sharp
 

Looking for customer service tips that resonate with TODAY's buyers?

According to the “Cone Communications Impact Study” of 2014, millennial’s are spending more than $1 Trillion dollars on consumer goods.  With this number set for growth every year for the foreseeable future, it is imperative for your business to understand how this rapidly growing population segment will need to be serviced as customers. 

Millennials were born between 1982 and 2003, and are generally accepted as the most tech-savvy generation. Many still live at home and have a decent amount of disposable income. They have had instant access to information at their fingertips for the majority of their lives, and their patience with traditional customer service channels is very thin.

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Topics: Customer Service, Customer Experience, Millennials

Premise-based Contact Centers, Better than Virtual

Mark Fichera

Premise-based Contact Center Solutions are Better than Virtual Solutions

Here's Why:

When it comes to outsourced call center customer service, there remains a perennial debate over whether a premises-based or virtual approach is the superior staffing model. 

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Topics: Customer Service, Call Center Solutions, Customer Service Quality, Call Center Outsourcing, Customer Experience

Training Boot Camp For Call Center Customer Service Agents

Mark Fichera

OnBrand24 Boot Camp Training for New Hires

Hiring new call center customer service agents is an involved process in which job candidates are assessed for offering the right experience, educational and skills qualifications to deliver the customer experience that OnBrand24 inbound services clients expect.

Once the hiring process is completed, the next step is our extensive customer service call center orientation and training process. In fact, new hires don’t actually begin handling inbound phone calls, emails and chats for our clients for several days.

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Topics: Customer Service, Quality Assurance, Customer Service Quality, Call Center Agent, Customer Experience, Inbound Call Center Services

The Ecommerce Customer Experience Is the Focus for OnBrand24 at 2015 IRCE

Mark Fichera

Enhancing the online customer experience is the focal point for thousands of retail and ecommerce executives and hundreds of exhibitors at the Internet Retailer Conference and Exhibition (IRCE) in Chicago, McCormick Place (West Building), June 2-4.

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Topics: Customer Service, IRCE, Call Center Solutions, Quality Assurance, Call Center Outsourcing, Call Center Agent

Is The Customer Always Right?

Daniel Shlifer

DRIVING SALES THROUGH BETTER CUSTOMER SERVICE:

The truth is that the better the customer experience is, the more your customer service strategy becomes a resource that contributes to profit just like a marketing or advertising strategy. Like a chain reaction, a great customer experience will convert into other assets like repeat business and referral business. It's the quality of that customer experience that will dictate how far this chain reaction can reach.

So, does this mean the customer is always right? Before we get into the different ways you can answer this question, we would like to offer you some other, related information and articles that will help develop customer service and this excellent customer experience we are referring to:

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Topics: Customer Service

Is your Call Center Growing Brand Loyalty?

Mark Fichera

Your Call Center Should Be Growing Brand Loyalty. Is It? 

What is Brand Loyalty?

Brand loyalty is what keeps your customers coming back regardless of price. It means they’ve come to believe you deliver a superior product or service and level of customer service that is worth whatever amount you’re charging. Which means consumers who are loyal to your brand will most likely remain loyal even if they encounter a few bumps in the road. Brand loyalty is basically the holy grail of consumerism, and is worth striving for in every dimension of your business. And more and more one of the leading dimensions for deepening brand loyalty is your call center. 

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Topics: Customer Service, Customer Service Quality, Brand Loyalty

Live Chat Best Practices for Retail / E-commerce Companies

Mark Fichera

Looking to Add Live Chat Software to your Retail or E-Commerce Site?

December 5, 2014 - For retailers and e-commerce companies, maximizing the value of live chat customer service involves several basic principles that make all the difference when you add chatting capability to your retail site.

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Topics: Customer Service, Call Center Solutions, Quality Assurance, Live Chat

E-commerce Sales Jump 16+ Percent in Third Quarter

Mark Fichera

November 20, 2014 – The U.S. Commerce Department announced that American consumers spent $78.1 billion on e-commerce purchases in the most recently completed quarter, with e-commerce representing 6.6 percent of all retail sales.

That’s a jump of 16.2 percent in e-commerce consumer activity over the third quarter of 2013 and more than 4 percent above Q2 of this year.    

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Topics: Customer Service, Call Center Outsourcing