Getting Contact Centers to Love Customers Again

Posted by SnapRecordings on December 18, 2017

Ask anyone who's ever served some time in customer service and it's a safe bet they'll have a horror story or...several...about the customers they served. Loudmouthed, abusive, lecherous...these stories run the gamut of cringe. Yet we all know that our customers are the lifeblood of any business: ...

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Empathy Can Mean All the Difference in Customer Service

Posted by SnapRecordings on November 27, 2017

Empathy. It's more than just a plot device on television or a throwaway term in business. Empathy is the foundation of customer service, and from there, the best in customer experience. Cultivating empathy will take a little effort, but will ultimately deliver substantial payoffs.

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Getting Ready for the Next Five Years in Customer Service: What to Watch for

Posted by SnapRecordings on November 20, 2017

Customer service is vital to a company's future. A study from Forrester found that 72 percent of companies consider improving the customer experience to be their “top priority.” If that's the case, then businesses need to know what to watch out for in the customer service field ahead so they can ...

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A Sense of Satisfaction: How Voice Recordings Give Customers More Value

Posted by SnapRecordings on November 13, 2017

A quick look at the customer service landscape shows us just how much customers would rather solve their own problems than try to run the gauntlet of customer service. How-to videos and workshops dominate many customer service strongholds. We have call centers offering up automated help menus to ...

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Improve Your Brand Image With Message On Hold Service

Posted by SnapRecordings on November 06, 2017

A 2013 study from Barclays found that nearly half of Brits considered being on hold the single most hated waste of time in their day. The numbers may fluctuate depending on who you talk to, but it's generally accepted that people don't like being on hold. Message on hold systems, meanwhile, can ...

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The Auto Attendant: A Make-or-Break First Impression

Posted by SnapRecordings on October 05, 2017

Everything from business school studies to shampoo commercials has relentlessly pounded the value of a first impression into our collective heads. Nobel Laureate Daniel Kahneman related how Americans elected Warren Harding as President on the strength of his square jaw and height, proving the value ...

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Your Customers Want a Personalized Experience

Posted by Snap Recordings on September 18, 2017

While it's easy to hear about how valuable customer experience is, sometimes it just seems like random business-blog talk. Looking at the numbers, though, makes the idea of putting out the best business experience take on new life. One way to ensure the optimal experience is to personalize it to ...

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