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Chatbots and Customer Experience: Why Authentic Interactions Trump Chatbot Customer Service
Chatbots offer fast responses & 24/7 support but lack the human touch. Explore why customers still prefer humans in customer service.
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As the holidays rapidly approach, now is the time for contact centers to start preparing for the influx of customer calls and queries. The holiday season is typically one of the busiest times of year for businesses, and contact centers are no exception. By taking some time to prepare now, you can ensure that your… Read More »

As the holidays rapidly approach, now is the time for contact centers to start preparing for the influx of customer calls and queries. The holiday season is typically one of the busiest times of year for businesses, and contact centers are no exception. By taking some time to prepare now, you can ensure that your contact center is ready to handle the increased volume of calls and deliver excellent customer service throughout the holidays. Here are a few tips on how to prepare your contact center for the holiday season:

  1. Hire Seasonal Employees

Bringing on additional staff during the holiday season can help lighten the load for your regular employees and make sure that all calls are answered in a timely manner. Hiring seasonal employees also allows you to bring in people with relevant experience, such as retail customer service experience. Seasonal employees can be a great asset to your team and can help make sure that your contact center is running smoothly during this busy time.

  1. Train Your Employees

If you’re bringing on new seasonal employees, make sure to provide them with adequate training so that they are prepared to handle customer queries. In addition to general training on your company’s products or services, you should also provide them with specific training on how to deal with holiday-related issues such as returns or exchanges. By investing in training for your seasonal employees, you can help ensure that they are providing excellent customer service throughout the holiday season.

  1. Plan for Increased Call Volume

The holidays typically result in an increase in call volume for contact centers. To make sure that all calls are answered in a timely manner, consider implementing a call queue system or increasing the number of lines available. Planning ahead for increased call volume will help reduce wait times and make sure that your customers are able to reach someone when they need to.

Conclusion:

By following these tips, you can help ensure that your contact center is prepared for the holiday rush. Hiring seasonal employees, providing adequate training, and planning for increased call volume will all contribute to a successful holiday season for your business. Don’t wait until the last minute to start preparing—now is the time to get started so that you can focus on delivering excellent customer service throughout the holidays.

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The workplace can be a stressful environment. From tight deadlines to demanding bosses, there are many things that can cause our stress levels to increase during the workday. When we’re stressed, it can have an impact on our physical and mental health. That’s why it’s important for employers to create a workplace that promotes wellbeing… Read More »

The workplace can be a stressful environment. From tight deadlines to demanding bosses, there are many things that can cause our stress levels to increase during the workday. When we’re stressed, it can have an impact on our physical and mental health. That’s why it’s important for employers to create a workplace that promotes wellbeing and health. Here are four reasons why wellbeing and health in the workplace is important.

Reduce Employee Turnover

When employees are happy and healthy, they’re more likely to stay with the company. According to a study by the Society for Human Resource Management, the average cost of losing an employee is about $4,000. Not only does this impact your bottom line, but it can also disrupt your workflow as you scramble to find a replacement. Promoting wellbeing and health in the workplace can help reduce employee turnover and save your business money in the long run.

Increase Productivity

According to a study by Gallup, companies that invest in their employees’ wellbeing see a 5% boost in productivity. When employees are physically and mentally healthy, they’re able to focus more on their work and be productive members of the team. Additionally, happy employees are more engaged in their work and feel like they have a stake in the success of the company. This leads to higher quality work overall.

Attract Top Talent

In today’s competitive job market, top talent is hard to come by. When candidates are looking for a new job, they’re not just considering salary and benefits; they’re also looking at the company culture. A workplace that promotes wellbeing and health is more attractive to top talent than one that doesn’t. If you want to attract the best candidates, you need to create a workplace that makes them want to come to work every day.

Create a Positive Workplace Culture

A positive workplace culture is essential for any business that wants to be successful. When employees feel like they are valued and their wellbeing is a priority, they’re more likely to be engaged in their work and motivated to do their best. Additionally, a positive workplace culture can lead to increased employee retention and higher levels of productivity.

Conclusion:

Well being & health should never be considered a burden but an investment because if an organization’s most valuable resource is its people then it makes good business sense protect & nurture them however you can within reason & budget of course! insufficient resources devoted this area will undoubtedly have downstream effects on profitability via increased absenteeism presenteeism staff turnover decreased productivity.

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Every business says that they provide great customer service, but what does that really mean? How can you be sure that your company is giving customers the best possible experience? Here are seven secrets to outstanding customer service. Always Be Willing to Help Your customer service team should always be willing to go above and… Read More »

Every business says that they provide great customer service, but what does that really mean? How can you be sure that your company is giving customers the best possible experience? Here are seven secrets to outstanding customer service.

  1. Always Be Willing to Help

Your customer service team should always be willing to go above and beyond to help solve a customer’s problem. Whether it’s providing additional information or walking them through a complicated process, your team should be patient and helpful at all times.

  1. Follow Up Quickly and Effectively

When a customer contacts your company, they expect a quick response. Whether it’s an email, phone call, or live chat, your team should follow up as soon as possible. In addition, the follow-up should be professional and address the customer’s issue effectively.

  1. Train Your Employees Regularly

Your employees are the face of your company, so it’s important to make sure they’re properly trained in both product knowledge and customer service skills. Set aside time for regular training sessions so that your team is always prepared to provide outstanding service.

  1. Take Advantage of Technology

There are a number of different technologies that can help improve the customer service experience. Live chat, for example, allows customers to get answers to their questions in real-time without having to wait on hold or for a return phone call. Consider what technology would work best for your business and make sure your team is properly trained in how to use it.

  1. Encourage Feedback from Customers

It can be difficult to identify areas where your customer service needs improvement if you don’t hear directly from customers. Make it easy for customers to provide feedback by including links on your website and in follow-up emails. You can also hand out surveys after each interaction or include a question about the customer service experience in your regular satisfaction surveys.

  1. Address Complaints Quickly and Effectively

Even the best businesses will occasionally receive complaints from customers. It’s important to address these complaints quickly and effectively so that the issue doesn’t escalate. Start by apologizing for the inconvenience and then work with the customer to find a resolution that satisfies them. Remember, the goal is to turn a negative experience into a positive one.

 

Excellent customer service is essential for any business that wants to succeed. By following these seven secrets, you can be sure that your company is giving customers the best possible experience.

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Running a call center can be tricky. You have to juggle a lot of different balls, all while ensuring that your employees are providing excellent customer service. It’s no wonder that so many call center managers feel overwhelmed! In this blog post, we’ll discuss three common call center challenges and provide some tips on how… Read More »

Running a call center can be tricky. You have to juggle a lot of different balls, all while ensuring that your employees are providing excellent customer service. It’s no wonder that so many call center managers feel overwhelmed! In this blog post, we’ll discuss three common call center challenges and provide some tips on how to overcome them.

1. Poor morale among call center employees.

It’s no secret that working in a call center can be tough. Employees are often required to work long hours and deal with angry customers. As a result, it’s not uncommon for call center employees to experience burnout or poor morale. If you’re seeing signs of discouragement among your employees, it’s important to take action. Otherwise, you risk losing good employees and damaging your company’s reputation.

One way to boost morale is by providing opportunities for professional development. Encourage your employees to attend conferences or webinars related to their job duties. You can also offer incentives for meeting sales goals or improving customer satisfaction scores. Another option is to implement an employee recognition program. A little appreciation can go a long way in boosting morale!

2. High turnover rates.

Another challenge that many call centers face is high turnover rates. This can be costly and disruptive to the team, so it’s important to find ways to reduce turnover. One way to do this is by offering competitive salaries and benefits packages. You should also focus on hiring individuals who are a good fit for the job and culture of your organization. Prioritizing employee retention from the start will help you retain your best employees longer.

3. Emergencies or natural disasters that affect operations

No matter how well you plan, there will always be things beyond your control—like weather emergencies or power outages—that can disrupt operations at your call center. The key is to have a plan in place for dealing with these situations so that you can minimize the impact on your business (and your customers). For example, you may want to consider investing in backup power generators or establishing a remote work policy for employees who live in areas affected by weather emergencies.

Conclusion

Running a call center comes with its fair share of challenges, but luckily there are ways to overcome them! By focusing on employee morale, reducing turnover rates, and preparing for emergencies, you can keep your call center running smoothly—no matter what challenges come your way.

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Staffing agencies play an important role in many businesses – they can help organizations save time and money while also finding the best candidates for open positions. However, there are still some misconceptions about how staffing agencies operate. In this blog post, we’ll debunk four of the most common myths about staffing agencies. Myth #1:… Read More »

Staffing agencies play an important role in many businesses – they can help organizations save time and money while also finding the best candidates for open positions. However, there are still some misconceptions about how staffing agencies operate. In this blog post, we’ll debunk four of the most common myths about staffing agencies.

Myth #1: Staffing Agencies are Expensive

Many business owners believe that working with a staffing agency is more expensive than recruiting candidates on their own. While it’s true that you will have to pay a fee to the staffing agency, this fee is typically offset by the savings you’ll realize in other areas. For example, you won’t have to spend as much time screening and interviewing candidates since the staffing agency will handle that for you. Additionally, the candidates provided by the staffing agency will be fully qualified for the position, which means you’re less likely to encounter issues down the road. In short, working with a staffing agency may cost you a bit upfront, but it will save you time and money in the long run.

Myth #2: Staffing Agencies Only Provide Low-Quality Employees

This myth is perpetuated by the fact that some companies do use staffing agencies to fill low-level positions. However, this does not mean that all staffing agencies only provide low-quality employees. In fact, many staffing agencies specialize in finding top talent for specific industries. So, if you’re looking for a highly skilled employee to fill a critical role in your company, working with a staffing agency is usually your best bet.

Myth #3: Staffing Agencies Don’t Care About Your Company’s Culture

When working with a staffing agency, it’s important to find one that shares your company’s values and is committed to finding candidates that will be a good fit for your organization. A good staffing agency will take the time to get to know your company culture and what type of candidate would be a good fit for your organization. The last thing you want is to bring in an employee who isn’t a good cultural fit and ends up causing problems down the road.

Conclusion

If you’re considering working with a staffing agency, keep these myths in mind so you can make an informed decision about whether or not it’s right for your company. If you’re looking for a reputable staffing agency to help your fill valuable roles in your contact center, Salem can help!

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Staffing partners can be a huge asset to any company. They help companies find talented people to fill short-term and long-term roles so that businesses can thrive. They help job seekers find jobs that suit their skills and provide a bridge to permanent employment. But on the other hand, a mismatched staffing partner can lead… Read More »

Staffing partners can be a huge asset to any company. They help companies find talented people to fill short-term and long-term roles so that businesses can thrive. They help job seekers find jobs that suit their skills and provide a bridge to permanent employment.

But on the other hand, a mismatched staffing partner can lead to poor communication, disconnected staff, onboarding delays, high turnover rates, and ultimately higher workforce costs.

To avoid these situations, it’s important to understand the characteristics of a great staffing partner.

 

Customized Solutions

When looking for a staffing partner, you should determine if they offer customized solutions. Staffing is not a one-size-fits-all approach. Find a partner that understands your specific market and open positions and can help you achieve your goals.

To really create a customized solution, your staffing partner should:

  • Understand the needs of each position
  • Incorporate your organization’s culture into the search process
  • Develop custom solutions based on unique needs and requirements

We know you’re looking for candidates who can get the job done, make an impact, and fit seamlessly into your organization. Results like these can only come from a partner that takes a hands-on, personalized approach to meeting your needs.

 

Low Turnover

Due to instability in the job market, turnover rates are soaring, and it’s a problem for companies operating within any industry. Turnover is obviously bad for business as it impacts your budget and impedes your workflow. Find a staffing partner who can provide turnover rates and demonstrates the importance of building close relationships with their employees, including properly preparing them for the job.

 

Action-Driving Insights

It is so important to connect with a staffing partner that knows how to analyze data and can provide action plans based on that data. As an employer, you need to know how you stack up against the competition and be aware of things like your location-specific labor market. Your staffing partner should be able to provide you with all these insights and more and can put a process in place for staffing accordingly.

 

Continuous Improvement

The most critical attribute for a great staffing partner is the ability to listen and learn. We cannot stress enough the importance of continuous improvement and having a proven methodology for success. One way to ensure continuous improvement is through regular client review sessions. These sessions give us a chance to review performance, explore opportunities to improve, and share emerging market insights to refine and strengthen our relationship with our clients.

At Salem, we’re proud of the relationships we’ve built with our clients and talent. We know that success depends on strong partnerships and service.

If this sounds like the kind of partnership you’re looking for, contact Salem today.

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