As shopping lovers, we all have those individual little shopping triggers, right? Especially when there’s something “HOOOGE” in the account. Sometimes it’s quite difficult to resist shopping. But what about shopping Online? I’ll tell you something I’m sure you’ll agree with. The truth is, many, including me, have reservations about…

Average Wait Time (AWT) aka Average Speed of Answer (ASA) is the average time a customer spends waiting on a queue before being answered by an agent. This can be measured through the live chat or call channels. AWT is a key indicator of the health of your Customer Support…

There was a popular meme going around last year. I’m sure we’ve all seen it. There, a candidate looking for a job is being asked a tough mathematical question: What is 22×11? He answers, “33.” That’s not remotely close to the answer, right? But it’s quick, isn’t it? The world…

There was a particular day I picked over ten tickets. Most of them were long hours and technical so they took my time. On a normal day, the tickets should have taken me an hour to resolve but that day, I battled with them for over three hours. All of…

It takes people a nanosecond to have an opinion about you the first time they see you or hear you speak. This is called Personal Impact and it is how you are perceived by people. As a Customer Service Agent, it takes even less for your customers to have an…

There was this client who had been disturbing us with messages and calls for the past three weeks or so. Every time, he would come slinging insults. It got to a time that agents started avoiding his messages because it was so exhausting getting bashed in the face with insults…

Customer service is important because it is the main reason you are in business. It is mainly your lifeline. Satisfied customers boost employees’ morale. This means that happy customers equal enthusiastic employees and enthusiastic employees in turn equal a growing company. There are so many principles to achieving great customer…

“Hello… I have been calling for days and nothing has been done to expedite my order. I want my order confirmed and delivered right now, with immediate effect…” “Oh no, not again. I have been getting tiring customers all morning. Customers like this seriously make me question my life choices,”…