Insights

She was my first interview today, but in the preceding 30 days I’ve probably conducted close to 75.  When you’re managing the operations of a growing, award-winning BPO, these types of tasks are simply a part of the daily equation.  Not all customer service agents...

ClearSource family, I want to talk to you about our first core value: Customer First.  I'd like you to think to yourself, "Who are MY customers?"  I'm sure most of you thought about the customers who call in daily, but what about your peers around...

It was 2002, and during the preceding months I had worked my way up from an inbound customer service agent, to a team lead of 4, to supervising the company's 2000+ telecommunication accounts within the United Kingdom.  The company was thriving, even during a challenging...

We hear a lot about company cultures these days. Zappos has a great culture, while often Amazon gets a bad rap. But what exactly makes a company culture great? Why should you worry about your company's culture, and what does “dressing in drag” have to do...

What do you want? Great question. If you’re asking me, it depends on what you want to know. What do I want for lunch? That’s easy. Malai kofta with some vegetable biryani and garlic naan. What do I want out of life? That’s a bit...

Why are emotional connections so important in customer service? Imagine you’re sitting with an acquaintance. You’ve experienced an issue and tell them how strongly you feel about the problem. You could be very angry, distressed, frustrated, etc.  Imagine that after you’ve finished expressing your emotion,...

Why is it so important to make your customers feel valued? Because when customers are dissatisfied, 96% won’t complain; they’ll simply stop using your products or services. So, how can you make your customers feel valued? "Thank your customer for complaining and mean it. Most will never...