We 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…)
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…)
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…)
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…)
Voice recordings can provide a great way of helping to train call centre staff.
We asked our experts about how to do it. (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…)
We’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…)
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…)
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…)
Shusmul in Bangalore describes the problems faced with training agents in the multimedia call centre. (more…)
