Managing customer expectations is important, exceeding them is critical.
Many customers only experience a brand when they interact with a contact centre agent. Jaime Scott provides six steps about how to do this. (more…)
In an era of pre-written scripts, tight procedures, strict call times and intelligent software, it’s difficult to avoid “robot syndrome”. Tom Robinson examines, how we can stay as ‘fresh as a daisy’… (more…)
It’s the New Year and our thoughts turn to getting a new job. In this article we have asked our panel of experts for the top interview questions. We have also included pointers on how to deal with them.
Also, if you are recruiting for staff you may find that this provides you with a few tricky questions to ask. (more…)
But this is easier said than done. In her latest article Carolyn Blunt provides some pointers on how to provide exceptional customer service in the call centre. (more…)
We all measure customer satisfaction. So why is it so hard to drive it up?
Mats Rennstam gives a few pointers. (more…)
When making redundancies, employers try to do so with the minimum cost and disruption to their operations. They often ignore the fact that the people left behind are, arguably, more important than those leaving. Simon Rustom provides some advice on how to avoid ‘Survivor Syndrome’. (more…)
In these cash-strapped days companies need to be creative about how they can deliver cost-effective incentive gifts and rewards to their staff.
We have looked at the incentives available and have rated them accordingly. Read on to find the best way to reward staff. (more…)
There has never been a better time to train our call centre staff.
We asked for training tips and have been amazed by the response. Here are the 44 great tips we were sent… (more…)
Stress can manifest itself in a range of symptoms and ultimately make you or your staff very ill. Symptoms to watch out for include headaches, irritability and forgetfulness.
In this article Carolyn Blunt looks at a range of techniques to improve stress levels for you and your team. (more…)
We visited British Gas in Cardiff, winners of the European Call Centre of the Year award, to see how they did it and what tips we could use in our own call centres.
Bev Rowney, Head of Service Excellence tells us how… (more…)
