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…)
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…)
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…)
Despite the contact centre industry nearing its 30th anniversary, the outdated perception that the industry provides poor service still persists.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…)
An increasing amount of contact centre traffic is now being handled by email. But how can we get the best out of it?
We asked a number of email management providers for their top tips. (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…)
