Michael Kansky

First Call Resolution (FCR) is one of the most important parameters in customer service. It demonstrates how support teams resolve problems at once without the need to repeat the call. High FCR rates make customers happy by quickly solving their problems. FCR plays a major role in customer satisfaction, engagement, and brand loyalty that it … Continued

Winning new customers is crucial, especially for customer service firms. It’s like making new friends in the business world. You look for people who might like what you offer. Then, you chat them up. You get them excited. Finally, you convince them to pay for your services. Companies use a mix of smart strategies and … Continued

The Net Promoter Score, often just called NPS, is like the heartbeat monitor of customer service. Especially for those companies that are the middlemen handling support for others. It’s this nifty, easy-to-digest metric that gives us the scoop on how customers are really feeling about a business. Imagine it this way: there’s just one question … Continued

What does CEM stand for? CEM, or Customer Experience Management, is the process of designing, monitoring, and improving every interaction a customer has with a business. From first contact to post-purchase support, CEM ensures that every touchpoint delivers a seamless and positive experience. Understanding CEM meaning helps businesses boost customer satisfaction, loyalty, and long-term retention. … Continued

What is CRM? Customer Relationship Management (CRM) is a way for businesses to better understand and connect with their customers. It uses strategies, processes, and tools—often special software—to manage customer information, track interactions, and improve communication. In simple terms, CRM helps businesses: The goal is to build stronger relationships, increase customer satisfaction, and drive business … Continued

The Business Process Outsourcing (BPO) industry plays a crucial part in today’s business landscape, enabling companies to streamline their operations, boost their productivity, and drive growth. In 2024, the BPO sector continues to thrive, offering abundant opportunities for expansion and evolution, thanks to advancements in technology and the ongoing trend of globalization. Understanding the BPO … Continued

In today’s modern world, social media is one of the important factors in every business. Hence, online stores must have their social media game on point to perform well. It makes the businesses to be in straight talks with their customers, building good relations and at the same time show them what exactly they own. Managing social … Continued

Hotels today are always improving their service with the latest technology to make things quicker and better for guests. I’ve noticed that hotels today are much smarter than they used to be. Check-ins are faster, requests are easier, and guests get answers almost instantly. One reason for that is how artificial intelligence has quietly worked … Continued

Managing an Amazon store solo can be overwhelming, from inventory management to customer support and marketing. Hiring an Amazon virtual assistant can transform your workflow, saving time, increasing efficiency, and boosting sales. This guide covers Amazon virtual assistant services, when to hire a store VA, and the key roles and responsibilities they handle. Whether you … Continued