The top words and phrases customers use to express their dissatisfaction

dissatified-185We have already looked at the Top 25 positive words and phrases so we thought with speech analytics and emotion detection being in the spotlight, we would look at the key words and phrases that customers use to express their dissatisfaction.

This might help with agent training…. (more…)

How to recover from an agent giving out incorrect advice

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A good customer experience is critical in maintaining a steady and satisfied customer base. Problems will inevitably happen, which is why it is vital to ensure that your complaints resolution procedures are robust.

Jane Langan and Derek Bishop explore one of the most difficult aspects of complaints resolution - how to recover from giving incorrect advice. (more…)

Treating every call like it’s the first

fresh-as-a-daisy-510

In an era of pre-written scripts, tight procedures, strict call times and intelligent software, it’s difficult to avoid “robot syndrome”.  Tom Robinson examines, how we can stay as ‘fresh as a daisy’… (more…)

44 call centre training tips

training-tips

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…)

Using voice recordings to coach call centre staff

vr-to-coach-cc-staff-185Voice recordings can provide a great way of helping to train call centre staff.

We asked our experts about how to do it. (more…)

Top tips for building rapport on the telephone

Building rapport on the phone

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…)

How to make coaching work for you

coachingWe’ve all heard about those coaches who shout the odds while dictating to call centre agents exactly how they should behave on the phone. And we all know how ineffective they are. Here, Jonathan Wilson offers up ten recommendations to help you do just that. (more…)

Answers: Refresher training options

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Question: We all know that call centre work can be monotonous. What I’m interested to know is how I can go about giving refresher training to customer service representatives who are starting to get bored and to hate their job? Can you recommend a style or approach that will help re-engage them? And what is the best way for me to deliver such a refresher programme? (more…)

What to look for when buying e-learning technology

Picture of person looking at computer

In this new column dedicated to investigating what to think about when buying a particular piece of technology, we ask three key vendors for their advice. This month we kick off with e-learning, with some interesting responses from Atrium Communications, Broadband Learning Solutions and Witness Systems. (more…)

Training agents in a multimedia call centre

Shusmul in Bangalore describes the problems faced with training agents in the multimedia call centre. (more…)

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   editor | Jonty Pearce

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