How to cut through the static and take advantage of crucial call software features that will give your business a major advantage. If your contact centre is an automobile, a good call software application is the grease that keeps everything running smoothly and efficiently. Without vital information about each customer interaction, how can you possibly […]
Contact centre managers never stop being reminded of their top priorities: maximizing efficiency, reducing expenses, and maintaining consistently high client service levels. Improved contact centre technology has put efficiency at stunningly high levels, but it’s sometimes hard to manage costs. While you know there are many ways to assess your client service centre’s performance – […]
The modern contact centre is absolutely powerless without smart call logging and recording technology to provide priceless insights about customers, employees, and overall institutional efficiency. If you are still living in the dark ages without reliable call logging and call recording software systems, how can your firm possibly maintain or improve on client service levels? […]
Ensure your customers’ needs will continue to be met in the event your contact centre experiences a service outage. Note: The following is part two of a two part article. Find part one here. When we last left off on Wednesday, we had covered 8 steps on how to plan for a service outage. The […]
How to guarantee that you can maintain a high level of client service when an unexpected service outage disables your operations. The following is part one of a two part article. Find part two here. When providing excellent client service is your top priority, unexpected operations outages can be disastrous. To ensure your client service […]
One of the challenging things about living in Canada is the variation in weather we see season-to-season, let alone day-to-day. A storm that would potentially halt a city in the past is now cleaned up in a mere number of hours, all the while it’s business as usual for everyone else. However this can create […]
How to use smart contact centre technology to ensure that your high-value customers get the VIP treatment so you never lose a valued customer or a big-time sale. Just as frequent fliers get priority boarding and hotel regulars get swanky room upgrades, your business’ most valued customers – whether they’re big spenders or just long-time […]
When dealing with workforce management software, it can be easy to install and go without putting much thought into how or what your dealing with. Much of the software released now comes equipped with advanced functionalities that can be easily overlooked simply because a task is “done a particular way.” The following should be a nice refresher, or […]
With taking a large number of incoming calls throughout the day, it can be difficult to maintain an air of professionalism and let comfortable habits form. While some habits can be okay, others can have a detrimental effect on the quality of a call. Sometimes it can be hard to remember that the caller relies […]
How to use automatic call distribution software and best practices to ensure your customers reach the right team member every time. If you aren’t already using an automatic call distribution system in your client service centre, you may be wasting money in labor costs and risking high call abandon rates from frustrated customers. Consider this startling […]