As anyone will tell you, customer surveys are vital in gaining insight into your customers’ perceptions of your product, brand or service.
But getting it right can be quite tricky. We have asked our panel of experts for their tips. (more…)
Call centres are all too often associated with being a hub for complaining customers.
Gabe Morahan shares her top tips on how to deal with customer complaints. (more…)
We all know that motivated staff work better and harder. But how do we ensure our staff are always motivated? Here are a few tips. (more…)
Background noise is a real problem in many call centres. The noise is transmitted down the phone to the customer and your agents can find it difficult to think. So what possible solutions are available? (more…)
Call scripting is used in around half of all contact centres. Get it right and nobody would know that their call is being guided. Get it wrong and the call can sound stilted.
So how can we develop the best script for a contact centre? We asked two experts for their advice. (more…)
The fact remains that, no matter how much you spend on website design and content, people get stuck.
If you can identify these prospects and speak to them instantly, you’ve got the opportunity to help them through the process, answer their questions and, most importantly, close the sale. And this is where outbound calling comes in. (more…)
In advance of our Call Scripting Webinar next week, Martin Hill-Wilson tells us how a great script remains invisible to the customer throughout an interaction. (more…)
Look at any major organisation’s vision and mission statements and you will almost certainly find the term ‘world class’ buried somewhere within these shining beacons of staff and client motivation.
When you look at the aspirations of customer contact centres within these organisations, ‘world class’ is also frequently on the check-list; yet so often the reality falls woefully short of the dream. The question is, does this need to be an aspiration at all? (more…)
David MacLeod explores the benefits and drivers of employee engagement in the workplace and shares his top tips to help call centres inspire their agents to deliver great customer service. (more…)
