Practical tips for effective questioning techniques
Asking the right questions is key to getting the right answers. This week we look at effective questioning techniques… (more…)
Have service-level stats outlived their sell-by date?
We all measure the number of calls answered in 15 seconds, and the amount of wrap-up time. Why? Because they are easy to measure.
Richard Snow’s research indicates that they may have gone past their sell-by date. (more…)
6 steps to improve the customer experience
Managing customer expectations is important, exceeding them is critical.
Many customers only experience a brand when they interact with a contact centre agent. Jaime Scott provides six steps about how to do this. (more…)
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