As the UK economy moves slowly out of recession, the attention for many executives is fuelling business growth. And that means making the most of every selling opportunity.
One technique that potentially applies to all of these areas is conversational selling. (more…)
Here are some top tips for how your advisors can increase their effectiveness in selling over the phone.
Let’s face it. The vast majority of training solutions focus on skills and tactics such as complaint handling, empathy, tone, etc. However, leading call centres operate differently from the rest… (more…)
Asking the right questions is key to getting the right answers. This week we look at effective questioning techniques… (more…)
Despite the contact centre industry nearing its 30th anniversary, the outdated perception that the industry provides poor service still persists. Phil Stewart examines how contact centres can tackle this challenge and improve the customer experience in preparation for the next 30 years. (more…)
With the economy coming out of recession, attrition rates will start to rise again.
In this double feature Steven Cooper and Helena Clayton look at practical steps we can take to reduce attrition. (more…)
What are the right leadership styles to use in the contact centre? Christine Knott investigates… (more…)
In this article, Andy Preston gives some ‘top tips’ on how call centre agents can increase their effectiveness in selling over the phone … (more…)
A good customer experience is critical in maintaining a steady and satisfied customer base. Problems will inevitably happen, which is why it is vital to ensure that your complaints resolution procedures are robust.
Jane Langan and Derek Bishop explore one of the most difficult aspects of complaints resolution - how to recover from giving incorrect advice. (more…)
One of the last taboos in call centres is the problem of absenteeism. This can run as high as 15% or more on a Monday morning. It is so sensitive that one call centre manager called it the “A Word”.
So with Monday being officially the ‘most depressing day of the year’, we asked for your advice on dealing with staff absence. (more…)
