Tips

12 great tips to improve call centre performance

Improve call centre performance

We asked some of our call centre colleagues to come up with a number of tips to improve call centre performance.

Read on to find out what they had to say… (more…)

Practical tips to save money (without losing customers)

Saving money

If spending must be cut, then the best we can do as managers is ensure that it’s cut in ways that position our business better relative to competitors, rather than worse. Jan Hofmeyr shares his thoughts with us. (more…)

Seven hot tips for call elimination

Don’t contact us

In recessionary times, when budgets are tight and performance scrutinised to the nth degree, there’s little room for error - and no excuse for failure. Steve Norman explores how to improve first-call resolution and drive call elimination. (more…)

New Year Resolution tips for your call centre

New Year Resolution ideas

We are only a week into January and the good intentions have already started to slip. The cold weather put off that run you were talking about and the diet is already under pressure. (more…)

5 tips for improving your customer service email

Email Originally, a reduction in the number of calls to a contact centre was given as the best reason to implement a customer service email solution. Esteban Kolsky explains the other benefits. (more…)

Tips for delivering great customer service

Great customer service

Paul Clark believes that the essence of delivering great customer service can be distilled into ten key areas. (more…)

Customer loyalty: ten top tips to make it happen

Customer loyalty

How do you build a loyal customer base? In these tough economic times, when customer loyalty is hard to win and harder still to maintain, customer service providers need to find new ways of reaching and engaging with consumers. James Le Roth tells us how. (more…)

Top tips for Homeshoring

Tips for working from home Carl Adkins provides the top 10 tips to ensure the success of a homeworking project. (more…)

It’s a wrap: 10 top tips for quick and efficient after-call work

After call work

Wrap time, after-call work, post-call processing - these are just some of the names for that important bit of time once a call has ended when the advisor can update the system with the caller’s resolution, next steps, details or order notes. They may also need to make some outbound calls or send emails during this time to progress the caller’s resolution. (more…)

Nine tips for operation success in the call centre

Here Clare Dorrian shares her thoughts with us for operations success in the call centre. (more…)