How To Manage Call Volumes During Holiday Seasons
Did you know that 20-40% of all retail sales happen in the last two months of the year? How well a retailer does in this time will largely determine the shape of their finances for the following year and it is therefore crucial that
How To Design A Call Centre Training Programme
Training your contact centre staff is essential to conveying your brand’s message, delivering outstanding customer service, create a knowledge base in your company and motivating your staff. However, for many contact centres, training is limited to learning how to use systems and listening in to
Top Tips To Reduce Contact Centre Shrinkage
First things first, what is shrinkage? Shrinkage is the amount of time an employee isn’t available to work during paid time. As far as contact centres are concerned, this means not being able to take calls. In a previous article, we discussed how to calculate
5 Ways To Reduce Telephone Demand
For large organisations and companies, handling calls is a sizeable part of their budget and call centres are often scrutinised to find areas where savings can be realised. A common strategy is to reduce staff, but this also usually has the unwelcome effect to
How To Work Out How Many Staff You Need In A Contact Centre
The quality of service provided by your contact centre will be highly dependent on being adequately staffed. Too few agents will lead to longer waiting times, but too many will affect your profit, so how do you find the right balance? Step 1: How
When And Why Record Customer Calls
Unless it is a legal obligation in their industry, SMEs are often reluctant to record customer calls. They may hesitate for financial reasons, because they doubt that they will be useful or because they are unsure whether doing so is legal. Yet, recording calls
Contact Centre Gamification: Silly Fun Or Performance Booster?
Google are doing it. So are Deloitte, Cisco and Microsoft. What is ‘it’? They use gamification to improve staff motivation and performance. We know that working in a contact centre can be demanding and that it is essential to keep your agents fresh. Gamifying in
How Does Call Routing Work And What Are Its Benefits?
As soon as a business starts having a significant number of customers getting in touch with them comes the question of how to prioritise those contacts. A perpetually engaged line will put off clients, as will having to wait an unreasonable amount of time
Inexpensive Ways Contact Centres Can Improve Customer Satisfaction
There will always come a time when a company needs to invest heavily to upgrade technology or infrastructure so as to keep their contact centres efficient. However, there is also a myriad of low-cost improvements that will make a world of difference to customer satisfaction.
Cloud Centres Technology Levels The Playing Field
Contact centres are often perceived by businesses as ‘cost centres’, and they are often under pressure to be ever more ‘productive’ or, in other words, be less expensive to run. This is why Cloud technology has been met with such enthusiasm by call centres –and other
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