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…)
Despite the contact centre industry nearing its 30th anniversary, the outdated perception that the industry provides poor service still persists.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…)
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…)
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…)
David du Toit gives us his top five predictions for call centre communication technologies to watch out for this year. (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…)
The term a “360-degree view of the customer” has been used in the industry for several years. But what exactly does it mean, and what information would you actually display on the agent desktop?
We asked our panel of experts for their opinion. (more…)
We all measure customer satisfaction. So why is it so hard to drive it up?
Mats Rennstam gives a few pointers. (more…)
It’s simple to throw technology or people at the challenge of managing call-backs in the call centre but it’s far more difficult to manage the process to deliver optimal outcomes. Richard Farrell explains how it can be done. (more…)
Can one customer satisfaction question revolutionise your business and predict its future growth?
That is the question that organisations across the globe and across most industry verticals are asking themselves. George Todd tells us more. (more…)
