Difference Between Customer Service and Customer Support

Customer service and customer support are two different things. Let us try and understand how customer service and customer support are different. What is Customer Service? Customer service refers to the process of providing assistance, support, and guidance to customers before, during, and after a purchase or interaction with a product or service. The goal of customer service is to create a positive experience for the customer, build trust and loyalty, and ultimately lead to customer satisfaction and retention. In summary, customer service is a process of meeting customers' needs and expectations efficiently, effectively and with empathy and it is essential for businesses as it creates loyal customers and helps them stand out in a competitive market. What is Customer Support? Customer support is the process of helping customers with any issues or questions they may have about a company's products or services. This can be done through a variety of channels, such as phone, email, live chat, or social media. The goal of customer support is to provide quick, accurate, and helpful responses to customer inquiries, and to resolve any problems that customers may be experiencing. It is also about building a strong relationship with customers, helping them to feel valued and satisfied with their interactions with the company. This can lead to increased customer loyalty and repeat business.
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Workforce Management in Call Center

What is Workforce Management? Workforce Management, also known as WFM or Human Capital Management, is a software solution that aims to combine workforce management, human resources, and payroll into one system to ease the management of employees. It is the planning and controlling of the human resource function for the purpose of achieving organizational goals. It involves the right application of people to tasks, at the right time and in the right quantities to provide the best return on investment. Workforce management is closely associated with human capital, as it determines the allocation of a significant part of the organization's financial and non-financial resources. Call Center Workforce Management Call center workforce management is the software that monitors and manages the workforce in call centers. It is an important software that helps call centers make the most of the limited resources that it has, both in terms of manpower and finances. A call center workforce management system can consist of a calendar, tracking software, and a set of rules that dictate the call scheduling process. Call center workforce management monitors the performance of its workforce by providing real-time tracking of the call volume and its agents’ performance. It can also calculate the call center’s break-even point as it analyzes the data from the past. They can also set shift overlap requirements and be used to reduce the number of call agents required to staff a call center during slow business periods. Benefits of Call Center Workforce Management -- Call Center Workforce Management is a tool to ensure that callers to a call center are connected to a call center agent as quickly and as efficiently as possible.