"Empathy, Show some sort of connection to the customer. Every call is unique. It may be your 100th call that day but it's the customers 1st."

"Promote and instill a service mentality. They are there to serve, not just provide a product or service."

"develop a friendly and supportive culture, because it will filter through to customers"

"Hire better versus more."

"Pay agents 'retention' bonuses to reduce attrition so they can keep skilled staff longer. It will also be cheaper than recruiting and training a new agent again !"

"I'll give 3 tips! Engaged teams deliver exceptional customer service. Create a great place to work, a clear vision of what success will look like for the business in a couple of years time, and communicate it in a really clear way so your teams know how they can personally contribute to the success of the business. Tip 2 would be, to trust your teams and measure them on the things that matter to the customer i.e. don't measure them on things like handle time, and even sales volumes, as this encourages the wrong behaviours i.e. get the customer off the call so I can hit my target. Empower your team to focus on a solution for the customer, not on hitting a set of numbers. Tip 3, get your frontline managers right. If they're not leaders obsessed with developing their people, they're not fit for the role...harsh, but effective leaders and coaches are the biggest impact on team performance and customer service. Remove all the things that stop them from coaching, and performance will look after itself."

"Choose your staff well, and ensure that they have all the right skills to do their job confidently and professionally. Whilst you can train a person to deliver a high standard of customer service delivery, a true professional will have inherent skills that cannot be learned. Make sure that these are the people you use for customer facing roles."

"To deal with every client contact in a natural conversational manner rather than the over scripted robotic sequential type interactions which happens so regularly"

"Can't say it enough - you need to treat the customer like you want to be treated"

"Hire people who care, train the rest."

"You need to have buy-in and some type of reward system. Agents need to understand that it's not just about answering the customer's question, but providing a great customer experience so that they come back."

"Staff properly as defined by one's service level agreement. Create "universal" agents that can resolve mutilple scenarios and SMEs that can be accessed quickly from first level support."

"Listen to what the customer is saying"

"Why did they call: to get a question answered or have an issue resolved"