How much is a Missed Phone Call Worth to Your Business?

By How much is a Missed Phone Call Worth to Your Business? Holger Reisinger

For one company this customer service secret proved to be the difference between business success and failure.

Missed calls

By all measures, the company should have been out of business long ago.

But there I was, listening intently as its CEO explained how the online software firm he founded managed to defy the grim reaper not once but twice. Continue reading

One In Five Is Affected By Tinnitus – Is It Interfering With Your Work?

By One In Five Is Affected By Tinnitus - Is It Interfering With Your Work? Holger Reisinger

Tinnitus is a ringing or buzzing in the ears that affects one out of every five adults. It’s more than just an annoyance; it can affect your performance at job.

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Can you hear it?

That ringing in your ears. Or maybe it’s a buzzing, hissing, roaring or clicking sound….

Noises in your ears may be the telltale signs of tinnitus, a medical condition that affects more than 20% of the adult population. Continue reading

How Opera Stars and Frequent Flyers Can Help Us Improve Call Productivity!

By How Opera Stars and Frequent Flyers Can Help Us Improve Call Productivity! Holger Reisinger

Want to be more productive on the job? Learn from the experts who know how to get the oxygen flowing and the blood pumping.

How Opera Stars and Frequent Flyers Can Help Us Improve Call Productivity!

“Sit up straight!”

“Take a deep breath!”

We’ve received those pieces of advice many times during our lives. What we probably didn’t realize is that they can also help us do our jobs better. Continue reading

Are You Working in a Desert Without Even Knowing It?

By Are You Working in a Desert Without Even Knowing It? Holger Reisinger

One in five of us are working in dry office environments that compares to Death Valley. It isn’t just bad for your health; it also reduces your productivity. Here’s how to fight back.

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How would you like to go to work every day in the Sahara Desert?

Me neither. Blazing hot and crackingly dry, they’re no place to conduct business. Continue reading

How to Apply Big Data Successfully in Customer Service!

By How to Apply Big Data Successfully in Customer Service! Holger Reisinger

In an environment where 80% companies say they deliver outstanding service while just 8% of their customers agree, organizations are turning to big data to provide a better, more personalized service experience.

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We’ve all heard of “big data”. It’s the combination of powerful algorithms and vast troves of random data that enables us to predict hurricanes, prevent diseases, fight crime and do lots of other worthwhile things.

But using it to improve customer service?

Absolutely. Big data is the next frontier in customer service, and certainly a worthwhile one – especially since 80% companies say they deliver outstanding service but just 8% of their customers agree. Continue reading

Will Avatars Take Over In Virtual Reality Customer Service?

By Will Avatars Take Over In Virtual Reality Customer Service? Holger Reisinger

Get ready for the next big thing in customer service: Virtual reality. By bridging the gap between self-serve and representative-based options, it promises to revolutionize the way we interact with tomorrow’s organizations.

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In the near future, the person we turn to for help fixing our computer or how to assemble our IKEA furniture may not be a person at all.

It may be a computer-generated avatar – one that knows a whole lot about us and will be able to effortlessly guide us through complicated processes that previously required human interaction.

At least it appears we’re heading in that direction. Self-serve customer service is already here and knowledge bases are all over the Internet, which makes virtual reality customer service the next logical step. Continue reading

When Your Washer Leaks, Call These People Last

By When Your Washer Leaks, Call These People Last Holger Reisinger

New technologies enable us to fix things we previously left to the pros. That means a new and exciting future role for contact centers: expert problem solver – the ones we call when we’ve run out of options.

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I’ve seen the future of contact centers… reflected in my washer.

Trust me, I haven’t gone stark-raving mad. But I have been doing a lot of reading lately, including an article about the dramatic increase in people who, instead of calling a repair expert, are fixing their complex home appliances all by themselves.

This trend would seem to defy logic, since even a cursory glance at the newest models shows that they’re more complicated and feature-packed than ever. But it’s true. Continue reading

On the Phone a Lot? Your Work Type Reveals How You Are Most Productive

By On the Phone a Lot? Your Work Type Reveals How You Are Most Productive Holger Reisinger

The right working environment makes all the difference for employees who spend time talking on the phone. Here’s how to create an environment that increases the productivity and satisfaction of your call-centric workers.

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What do a private banker and a contact center agent have in common?

Both are among the legions of workers who rely on updated versions of a 19th century tool – the telephone – as an indispensable part of doing business.

The telephone is perhaps more vital to business today than ever. It enables the most powerful form of communication: conversation. In an increasingly digital world, we still want to ask questions, get instant answers, dive into the details and interact with other people. Continue reading

Five Reasons Why You’re Waiting On Hold for Too Long

By Five Reasons Why You’re Waiting On Hold for Too Long Holger Reisinger

At a time when customer service calls are more complex than ever, the workers who specialize in them are more distracted than ever. Here’s why this matters to you, and what can be done about it.

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Ever called a customer service number and experienced an excruciatingly long hold time? Or once you got through, the rep seemed frazzled – or often needed to consult notes or with others to find your answer?

The reasons may trace back to the employee’s work environment. Call-centric workers have long indicated that distractions in the workplace are preventing them from being as productive as they can be.

New research seems to back up their claims. Continue reading

It’s Time to Recognize the Voice at the Other End of the Line

By It’s Time to Recognize the Voice at the Other End of the Line Holger Reisinger

You never see them, but they’re there. Those voices at the other end of a telephone line who skillfully listen, provide vital information and, most importantly, help resolve your issues. It’s time to give them their due.

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“Hello, Mr. Reisinger. My name is Gretchen, and it will be my pleasure to assist you today. I understand you have an emergency….”

The voice on the other end of the line was soothing, professional, reassuring – and exactly what I needed during this time of crisis. Instead of hiking through the Austrian part of the Tyrolean Alps, I was helping paramedics get my friend, who had taken a bad fall in a remote area, off the mountain. Continue reading