In the bustling world of customer service, agents juggle various tasks — addressing queries, solving problems, managing complaints, and more. With the surge of tools, technologies, and training modules, the landscape is continuously evolving. But amidst this whirlwind of progress, there’s one immutable skill that stands out, and some might argue it’s the most crucial. Let’s unveil the #1 skill every customer service agent must possess. Empathy.

In the era of smartphones, social media, and endless digital distractions, the allure of multitasking is more significant than ever before. Managing multiple tasks simultaneously seems ideal for boosting productivity and maximizing our limited time. However, research and experience indicate that the ancient art of monotasking is far superior to genuinely effective work. Let’s dive deep into why focusing on one task at a time can benefit your productivity.

In the digital age, where information is abundant, and attention spans are fleeting, visuals have emerged as a pivotal component in crafting exceptional customer experiences. Whether it’s a well-designed website, an engaging infographic, or a captivating video, visuals have the power to make or break a brand’s interaction with its audience. But why is this the case? Let’s delve into the indispensable role visuals play and the profound impact they can have on your brand’s customer experience.

It’s a scenario all businesses dread: a disgruntled customer airing their grievances. Often viewed as a stain on a brand’s reputation, customer complaints can be uncomfortable and challenging. However, what if we were to shift our perspective? What if, lurking behind these criticisms, there’s a treasure trove of insights waiting to be unlocked? Dive in as we uncover how customer complaints can be the untapped goldmine propelling business growth.

In the sea of features available in digital technology, one particular setting often divides opinion: Should you use dark mode or light mode?

When it comes to customer service, Tier 2 support agents are responsible for handling more complex and technical inquiries that require specialized knowledge and expertise. These inquiries can often take longer to resolve, and customers may become frustrated if their issues are not resolved quickly and accurately. That’s where Viewabo comes in, a real-time visual support tool that can be especially helpful for Tier 2 customer service agents.

Viewabo allows customers to share real-time visuals of their issues with agents, enabling them to diagnose and resolve complex inquiries quickly and accurately. By providing agents with this powerful tool, businesses can improve efficiency, communication, quality assurance, and customer satisfaction.

As major companies continue to lay off workers to reduce operational costs in the wake of the COVID-19 pandemic, outsourcing is becoming an increasingly popular option for streamlining operations while maintaining high customer satisfaction. In March alone, companies like Meta announced another 10,000 more layoffs; this is on top of companies like Amazon, Alphabet, and Microsoft, which together total more than 40,000 layoffs so far in 2023. Outsourcing customer services to third-party service providers can be a way to make up for lost productivity and customer satisfaction. And tools like Viewabo can significantly help both the company doing the outsourcing and the service provider be successful.

When managing your business, providing top-notch customer service is essential. Happy customers lead to increased sales and a positive reputation. But managing customer service in-house can be challenging, especially with the recent layoffs. Outsourcing has become a potential solution for many. A recent Global Managed Services report by NTT suggests that 45% of global corporations plan to outsource more work in the next 18 months.