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…)
Peter Hubbard argues that we are approaching the tipping point for home working in the call centre. (more…)
In many call centres you have to make outbound calls to generate appointments.
Stella Jones provides her top tips. (more…)
In the run-up to our Workforce Management Reference Guide we will be publishing a series of articles about the subject. This week we ask our panel of experts for their tips on getting the best out of Workforce Management Technology. (more…)
Absence is a big problem across the industry. It seems particularly acute on a Monday morning. In some call centres up to 10% are absent at any one time.
Here are 16 tips to help manage the issue… (more…)
Monday was the first day of spring and time to freshen up the call centre.
Why not start off your spring clean with our latest round-up of call centre hints and tips. (more…)
As the UK economy moves slowly out of recession, the attention for many executives is fuelling business growth. And that means making the most of every selling opportunity.
One technique that potentially applies to all of these areas is conversational selling. (more…)
Here are some top tips for how your advisors can increase their effectiveness in selling over the phone.
Let’s face it. The vast majority of training solutions focus on skills and tactics such as complaint handling, empathy, tone, etc. However, leading call centres operate differently from the rest… (more…)
Asking the right questions is key to getting the right answers. This week we look at effective questioning techniques… (more…)
