How to improve the customer experience by making relatively small changes that leave a major impact. It may be tempting to think of improving customer service as a monumental task, but the truth is there are big improvements you can make with relatively small investments of time and resources. All that’s required to accomplish an […]
Having a world-class call centre means investing in the necessary technologies to ensure it’s keeping up with the times — and outpacing your competition. Contact centre managers know providing excellent customer support is job one for a successful operation. Today’s client is accustomed to round-the-clock access to answers and does not list patience among their top five virtues. […]
How to be sure each call is an opportunity to give your customers consistent quality service by knowing exactly what it is they want and delivering it every time. For a customer to pick up the phone and call your contact centre, there has to be a pressing issue of some kind. Unfortunately, they don’t take […]
How to make sense of functional conflict, apply what is learned from it, and create a more harmonious, efficient workplace. “Functional conflict” may sound like “devout atheist,” a bit of an oxymoron. But the truth is some conflict in the workplace is actually productive. Functional conflict is defined as the type of discord that actually […]
How to upgrade your viewpoint on conflict within the contact centre and reap the benefits of functional conflict to improve your work environment. These days, you can’t flip through television channels without hearing some reality TV personality telling someone else to “save the drama.” No one wants unnecessary conflict, especially in the workplace. But while we’re quick […]
How to reap the benefits of a third-party contact centre support service to save money and improve accuracy with inbound call handling. Your business has a lot of things to worry about; accuracy with inbound call handling taking shouldn’t be one of them. Unfortunately, for many companies the compound stresses of high employee turnover, multiple […]
How to discover exactly what marketing efforts make your contact centre’s phones ring and which ones are not worth the investment. Ah, the unassuming call centre; quietly working keeping things running whether it is the dead of night or Christmas morning. Some organizations don’t give the customer service sector its rightful respect, thinking of the client service centre as […]
How to get the most from virtual reception and get your callers’ needs met with the greatest efficiency. Virtual reception: it’s the most cost-effective way to quickly meet your customers’ needs without maxing out your labor costs. While the inclusion of the word “virtual” doesn’t immediately make you think of a warm and personal greeting, […]
How to get your contact centre’s priorities straight and put the focus on excellent service, not just reducing call times. “Just give me the bottom line.” How many times have you heard that frustrating phrase in your life? Sure, the bottom line is important; in business, moving away from a focus on cold, hard facts […]
How to get the most from your chosen CRM software so you can open the floodgates on valuable customer data and marketing information. So you’ve decided you’re ready to implement a new CRM system and capture information from your incoming calls. Your client service centre has just taken a quantum leap forward with reference to […]