Ask anyone who's ever served some time in customer service and it's a safe bet they'll have a horror story or...several...about the customers they served. Loudmouthed, abusive, lecherous...these stories run the gamut of cringe. Yet we all know that our customers are the lifeblood of any business: since the ultimate goal is to make money, we need customers to meet that goal. So how do we get our contact centers to focus on the customer? The process might be simpler than you think.

The holidays are a busy time for everyone. And that can mean your callers are spending more time on hold than usual. Adding some festive holiday cheer to your on hold messages or phone greetings is a great way to show your clients, vendors, and partners that you value them and appreciate their business. Fortunately, you don’t need to start from scratch with a new script. It can be as simple as switching to a holiday background music or adding short seasonal greetings to your existing messages. Need a little inspiration? Here’s an informative breakdown of how you can select the best holiday music and greetings for your business recordings.

Empathy. It's more than just a plot device on television or a throwaway term in business. Empathy is the foundation of customer service, and from there, the best in customer experience. Cultivating empathy will take a little effort, but will ultimately deliver substantial payoffs.

Customer service is vital to a company's future. A study from Forrester found that 72 percent of companies consider improving the customer experience to be their “top priority.” If that's the case, then businesses need to know what to watch out for in the customer service field ahead so they can respond accordingly. Based on the outlook of the next five years in customer service, businesses will have a lot of changes to make to get on top.

A quick look at the customer service landscape shows us just how much customers would rather solve their own problems than try to run the gauntlet of customer service. How-to videos and workshops dominate many customer service strongholds. We have call centers offering up automated help menus to help customers get their own problems solved, faster. So what can the call center do to expedite the process? 

A 2013 study from Barclays found that nearly half of Brits considered being on hold the single most hated waste of time in their day. The numbers may fluctuate depending on who you talk to, but it's generally accepted that people don't like being on hold. Message on hold systems, meanwhile, can potentially turn that hate around and turn disgruntled customers into lifelong patrons of your business.

Businesses commonly want to get the most out of their systems, no matter what these systems are. On hold messages are no different than any other, but most believe that all a hold message needs to do is keep a customer from hanging up. That's true, but there's so much more a hold message can do, and the worst ones can actually damage a company's brand and reputation in ways most don't even consider.

Most businesses are aware of and focus on the visual processes of brand communications. But many are unaware that audio branding is equally important -- and can influence everything from customer perception to sales. Learn what audio branding is, and why it's important for your business.

From customer service improvements to an improved chance of return business, IVR can give businesses a real leg up in the field. If you don't already have one of these systems in place, here are 10 good reasons to put one in.

There's a common misconception that for on hold messages, music is best. Studies have shown, however, that music on hold can have a negative impact on customers. Using a voice message on hold, instead, is a great alternative.