Articles about customer experience
In ten years, how will organisations interact with their customers?
Dani Muir explores how a member of the public might contact an organisation in 2022.
Many of you will have used Net Promoter Surveys (NPS) to gauge the perception of your customers towards your company, products and services and to turn your existing customers into promoters of your business. The surveys can be a useful tool for learning what your customers like and dislike about your company and using their [...]
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This week we launch the final cheat sheet in the series of downloadable training materials on Emotional Intelligence.
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Want to understand why customer service doesn’t get better? Paul Cooper highlights a key disconnect.
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Data entry is essential to customer service, but it can also be time consuming and inefficient. Our expert panel share their top tips and experiences on how to reduce the time agents spend on data entry.
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Rather than using external companies to do mystery shopping you could get some of your customers to do it for you. They know more about your products and could probably do a better job.
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This week we launch the second cheat sheet in the series of downloadable training materials on Effective Questioning Techniques.
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Luke Turner shares with us the trials and tribulations of working in a multilingual contact centre.
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Jay Reilly of SoundBite Communications provides 5 tips to shape the customer experience in an evolving, multi-channel world.
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Skill levels in the contact centre can vary considerably and product knowledge can often be poor. With the internet and social media we sometimes find that the customer is more knowledgeable than the agent they are talking to.
So how do we encourage a learning culture in the contact centre? Sarah Mackie provides some pointers.
Forum posts about customer experience
What do the new Ofcom guidelines mean for your predictive dialler operation?
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- The Top 50 interview questions and how to handle them
- Incentive schemes that work
- Motivational Games
- Five phrases a Call Centre Manager should never use
- How do I - manage negativity to change?
- Practical tips for effective questioning techniques
- Top tips for increasing telesales conversions
- Top 5 ways to improve attrition in your contact centre
- How to improve empathy in the call centre
- Top tips for employee absence
- AVP Customer Service - Credit One Bank (Wednesday 08 Feb)
- Customer SerVICE Manager - Star Gas (Wednesday 08 Feb)
- Contact Centre Manager - Affinion International Ltd (Wednesday 08 Feb)
- Customer Care Manager - Family Mosaic (Wednesday 08 Feb)
- Senior Manager - Bryson Energy (Wednesday 08 Feb)
- CEO - Callnovo (Wednesday 08 Feb)
Forum
- MHarris123 on Looking for Software Solution in Germany
- MHarris123 on What system do call centers use to call out?
- QALoz on Introducing Quality into Induction Training
- G1508 on Outsourcing inbound multilingual service/sales calls
- c.coxall on Dress Codes In Call Centre
- kga1978 on Introduce yourself
Comments
- Dave W on Free Excel Erlang Calculator
- Judy Caroll on Top Tips for appointment setting
- Aaron Gourlay on Do call centres discriminate against older workers?
- Julie B on Answers: The best games for a call centre
- Oli on Be careful with outbound security















