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…)
Remember being sent off to another country for a language exchange? Here is the example of another company that is doing this with two of its call centres.
Could we all benefit from a period of time in another call centre? Jonty Pearce investigates. (more…)
Rapport building is an integral part of the communication process. Lack, or absence, of rapport can fundamentally affect the outcome of any conversation. Christine Knott shares her top tips with us… (more…)
It’s easy to develop rapport with someone when you meet them face-to-face. A friendly handshake, the right amount of eye contact: these are the things that build connections. But exactly what do you do when you’re trying to achieve rapport building over the phone? Nick Drake-Knight addresses this very issue. (more…)
