Six Ways Contact Centres Will Change The Future Of Your Business
The mix of technology and customer self-help services has meant that contact centres are evolving into an important strategic resource for many companies. In 2014 Dr Nicola J. Millard & Dr Tanya Alcock released a whitepaper titled: SuperAgent 2020 – the evolution of the contact
Infographic: Reception Connect System
Reception Connect System is a message service designed for large companies with more complex needs and higher call volumes. It is like having your own receptionist! The operator will answer calls on your company’s behalf, screen them and take messages when necessary. Check out
Does Your Business Have A “Glitch Report”?
Let’s be honest: nobody likes to have their mistakes pointed out. In the business world, dissecting what went wrong and how to address it can sometimes turn to blame. Yet, with the right corporate culture, it can be a powerful monitoring tool which helps
The Call Centre That Never Sleeps
In a global world like ours, people are increasingly expecting round-the-clock services. For international companies, or companies with international clients, having someone at the other end of the phone without interruption can be crucial. There are two traditional solutions to this requirement. You can
How To Deal With Angry Customers
Being a call centre agent can be a demanding job. Inevitably, they will have to deal with angry customers at some point, and knowing how to manage those strong feelings is crucial. Get it right, and you can turn dissatisfaction into long-term loyalty. Get
Why Are We Surprised By Good Customer Service?
When we read about customer service in the media in New Zealand, it’s nearly always prefaced by the word “poor”. The typical story has a customer berating a company for letting them down or not responding quickly or adequately to their issue. But statistics
The Importance Of Using The Right Language
When contact centre staff are dealing with your customers, it’s vital that they have a grasp of the right words and phrases to be able to tackle tricky customers. To do this, there’s a number of types of customer to identify and a number
Is Your Contact Centre Meeting Customer Expectation?
How did we ever manage without smartphones and tablets? Their phenomenal success has metamorphosed our lifestyle and the way we communicate, and customers now expect to be able to get in touch with companies wherever they are, without being held in a queue for
Why You Should Listen To Social Media
Whether your contact centre processes orders, resolves issues or provides information, it is all about engaging with your customers and delivering a good experience which will contribute to converting them and cultivating brand loyalty. However, it is well known that only a fraction of
What Will The Contact Centre Of The Future Look Like?
Saying that technology has been revolutionising our lives and our behaviour as individuals and consumers may be stating the obvious, but it is nonetheless true, and businesses who fail to keep up with those changes are heading for disaster. We have compiled some interesting
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