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…)
Despite the contact centre industry nearing its 30th anniversary, the outdated perception that the industry provides poor service still persists.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…)
It’s a tough balancing act trying to balance Average Call Times with NetPromoter Scores. Our editor Jonty Pearce visited the Conduit Call Centre who are actually increasing their talk times to improve their NetPromoter scores. (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…)
There has never been a better time to train our call centre staff.
We asked for training tips and have been amazed by the response. Here are the 44 great tips we were sent… (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…)
