Top tips for dealing with customer complaints in call centres
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…)
How to develop the best script for your call centre
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…)
How to make a good script invisible to the customer
In advance of our Call Scripting Webinar next week, Martin Hill-Wilson tells us how a great script remains invisible to the customer throughout an interaction. (more…)
The top words and phrases customers use to express their dissatisfaction
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…)
How to recover from an agent giving out incorrect advice
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
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
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…)
Top tips for building rapport on the telephone
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
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…)
Answers: Refresher training options
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…)
