How to avoid the Great Resignation with Good Engagement
In Gartner’s recent 2021 Customer Service Rep Role and Experience Survey, data shows that only one in three reps are actually engaged; the remaining…
The Science of Positive Language in Customer Service
Take a second and think about a time when you were trying to make plans with a friend. Let’s say you sent them a text asking if they wanted to get…
What is the most over-used customer service skill?
The Effortless Experience™ team here at Challenger often hears from senior leaders within customer service organizations that they want to develop…
When seeking support, your customers need a consultant
Customer service training has historically been focused on soft skills—teaching reps to be polite, warm, and empathetic to customers. But as our…
Creating momentum and reducing friction to motivate organizational change
In my previous blog on organizational change, we proved that change is hard to do. Organizations can’t just will their employees to change; they…
The 3 Things That Bad Customer Service Coaches Do
Are you convinced that coaching is a waste of time because it doesn’t move the needle on performance? If so, then inadequate coaching is to blame.…
Small Talk: Why your customers will thank you for speaking up
Think about what happens when a rep answers a phone call – the customer states their question or issue, the rep looks their information up, and…
First Contact Resolution: Necessary but Insufficient
About 20 years ago, an interesting shift took place in contact centers around the world: executives started to realize that efficiency was ruining…
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