They say ‘a brand exists in the minds of consumers.’ It takes years of careful hard work to build that ‘position’ in the minds of customers – feelings and experiences customers associate with a brand’s products and services. Successful brands ensure that every time a customer interacts with their brand, they fulfil this innate expectation. As contact canter executives, when you represent a brand, you have an excellent opportunity to elevate this ‘position’ to an even higher level with every customer conversation that you have.

Have these 3 qualities? You will be a sought after ‘social care executive’!

Congratulations on embarking on a journey to build a successful career in a contact centre. We know you are eager to get into the heart of the action and start delivering. The initial part of your journey is designed to put you through a comprehensive training so that you will be fully equipped to carry out real-life customer conversations and get accustomed to the work environment quickly. Therefore, the training phase is the most crucial in determining how you will fare when you actually start working.

This is the social age, and today, social media customer care is an integral part of gaining, retaining, and growing customers. Brands now receive millions of interactions on social media every day. As such, customer service has also come to social media. The vast popularity and use of social media combined with an easy to use system, where a customer can simply log in to their social media page and text their grievances on the organization’s social media page. This negates the hassle of calling, waiting, and other things.

Much of the work in the customer service (CS) industry happens in real-time. Given the fast-paced and dynamic nature of work, it would help if candidates pay attention to honing certain capabilities to get off to a great start. Here’s a look at some qualities that can help you prepare for the customer service roles in contact centers. Most of us already have these skills inherently, what is essential is to be mindful of their importance, enhancing them and consistently applying them, so that they become an integral part of our personalities