by Mara Lach | Nov 23, 2020 | Customer Service, Productivity and Workflow
Why does my software have a hoof-pick? When I was a kid I saved up for ages to buy one of those Swiss Army knives. I still have it in my toolbox. I thought it was the coolest tool ever, and delighted in showing my friends what all the various parts did. A...
by Mara Lach | Sep 25, 2020 | Customer Service
Three reasons your customers don’t like talking to you A couple of generations ago, when most retail transactions were conducted over the counter of your local store, and much business-to-business commerce was managed if not in person, then by formal letter...
by Mara Lach | Jul 22, 2020 | Customer Service, Industry News, Productivity and Workflow
5 Strategies to Turn Your Inbound Email Requests into Sales Email marketing can either be a miss or a hit. While sending out mass emails to your contact list can give you more chances of stumbling upon prospects and leads, it can also be time-consuming and exhausting....
by Mara Lach | Jul 14, 2020 | Customer Service, Productivity and Workflow
A Brave New World for Customer Service: The Challenges of Managing a Remote Team On the rare occasions that Hollywood portrays a customer service operation, it is typically through footage of a busy contact center, with headset-wearing agents sitting at rows of...
by Mara Lach | May 14, 2020 | Customer Service, Productivity and Workflow
For most businesses it is not realistic for a customer service rep to know all there is to known about every customer. Specialization can be a key to successfully managing complex customer relationships. Account managers are a great way to maintain and strengthen...
by Mara Lach | Mar 18, 2020 | Customer Service, Productivity and Workflow
One of the most significant impediments to effective email management is simply a lack of tools to monitor, report and analyze traffic flow into and out of team inboxes. Real-time visibility into team and agent performance is an important piece for robust email...
