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The Age of Instant Gratification: How to Manage Customer Service Expectations
Instant gratification, the desire to experience fulfillment without delay, has taken hold of our 21st-century expectations and shows no sign of easing its grip. We want what want, and we want it now . We've traded Blockbuster and DVDs for instant streaming ...
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Help Your Customer Service Team Put on a Great Show
Jumping through hoops, lying on a bed of nails, fire eating, sword swallowing, lion taming. Is this just a list of entertaining circus acts? Or is it how your customer service team members describe their experiences dealing with challenging customer phone c...
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How to Fix Three Simple Blogging Mistakes That Cost You Readers
Blogs are a great way to publish dealership-branded content online without overwhelming potential customers with the same old advertisements for incredible one-day-only deals. Regular and insightful posts on your dealership's blog can help you engage custom...
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Three Feel-Good Customer Service Stories From 2017
So you'd like to hear a few stories about amazing customer service from this year? My pleasure. Anyone who has ever visited Chick-fil-A probably understands that reference. What is it, exactly, that makes us flock to the mile-long line wrapped around the pa...
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Three Feel-Good Customer Service Stories From 2017
So you'd like to hear a few stories about amazing customer service from this year? My pleasure. Anyone who has ever visited Chick-fil-A probably understands that reference. What is it, exactly, that makes us flock to the mile-long line wrapped around the pa...
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Solutions for Your Resolutions: Call Attribution and Click to Call
New Year, new you. With 2018 in full force, everyone has a fresh wave of motivation to finally conquer those lingering resolutions they've always talked about. For example, one of the top resolutions for 2018 is to lose weight. What's on your list? Whatever...
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'Tis the Season to Implement Call Tracking Solutions
During this holiday season, sleigh bells aren't the only things ringing. Holiday sales represent 20 percent of total retail sales in a year, explaining why call centers' phones are ringing off the hook. How are you preparing to handle the hustle and bustle?...
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Three Ways to Motivate Disengaged Customer Service Representatives
Did you know that 70 percent of customer service representatives will quit their jobs within the year? Yikes. Not only is turnover expensive, but it's discouraging for the teammates who do stick around. Companies around the U.S. are recognizing this and adj...
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Call Tracking Isn't Just Tracking Calls Anymore
When caller ID was introduced, the world was revolutionized. We no longer had to pick up the phone to know who was calling. We’ve come a long way since then. Now, customers expect you to know why they’re calling, give them instant answers and quickly solve ...
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Vishing: How to Avoid Taking the Bait
Scenario: It's been a hard week at work, and you're sitting there daydreaming about a white sandy beach with shimmering blue water somewhere far away. Suddenly you receive a phone call from a number you've never seen before, but the area code is local, so i...
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