22 Top Tips to improve your customer surveys

Example of a customer survey and pen

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…)

Top tips for dealing with customer complaints in call centres

main sitting next to calls waiting wallboard

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…)

25 tips for motivating staff

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…)

12 quick ways to deal with call centre noise

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…)

How to develop the best script for your call centre

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…)

Using outbound calls to increase website revenues

website-sales-185The 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…)

How to make a good script invisible to the customer

call-scripting-510

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…)

Does a contact centre really need to be world class?

world-class-510

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…)

Engaged agents = happy customers

engaged-agents-185David 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…)

Free newsletter
Click here for a
FREE SUBSCRIPTION

to Call Centre Helper
free newsletter
Latest on the Forum

Classified Adverts

If you never seem to have enough staff on a Monday morning - see how we can help you
www.rostrvm.com

• Does your small outbound B2B contact centre need a flow of additional business?

• And could you also do with fresh investment capital to assist growth?
www.hawickgroup.com


Poll
How long have you been in your current job?









Join the discussion
Why not join the
Call Centre Helper
Forum


 
Latest subscribers
  • Assistant Call Centre Manager - Club La Costa       (Thursday 02 Sep)
  • Business Analyst - British Gas       (Thursday 02 Sep)
  • Sales and Training Manager - Mortgage Advice Services       (Thursday 02 Sep)
  • Reward Analyst - Everything Everywhere       (Thursday 02 Sep)
  • Sales Effectiveness Manager - British Gas       (Thursday 02 Sep)
Premium Adverts





   editor | Jonty Pearce

  © 2010 designed by | call centre helper | online magazine | All Rights Reserved.