Segment Customer Complaints To Draw The Right Lessons
Complaints are never pleasant to hear but they are a reality of customer service. No matter how committed you are to excellence, no business will ever be able to please everybody all the time. However, rather than trying to forget about them as quickly
Why Use Contact Centre Services For Your Business
If you think about contact centres, you may be picturing a massive operation with thousands of agents in anonymous little cubicles. While it is true that large companies may have a need for something that size, even a smaller company can benefit from using
How To Manage Remote Call Agents
With nowadays technology, it is as easy to have staff working remotely as to have them all under one roof. While it may be trickier to create a sense of belonging, having remote agents brings businesses significant savings as companies no longer need to
Services To Look For In A Call Centre
Hiring an external contact centre is a major decision for any business. Cost will most likely be an important factor when choosing your provider, but it is also crucial to make sure that they offer some key services. Here are a few features that
What Customers Should Hear While Waiting
The growing popularity of automated services, email communications, web chats and social media when it comes to contacting companies’ contact centres all highlight the same phenomenon: customers don’t like to wait for an agent to take their calls. However, when they do call, the quality
The Top Technologies Every Contact Centre Should Have – Part II
In the first part, we reviewed some technologies that enable more productive contact centre services, like speech analytics, automatic call distributors and predictive diallers. We look at other clever applications that make a real difference in the day-to-day management of a call centre. Session initiation
The Top Technologies Every Contact Centre Should Have – Part I
Emails, phone calls, social media, Instant Messaging, chat and video chat: the communication channels customers use to contact companies are numerous, and so are the technologies accompanying them. Constantly changing, they can be hard to keep track of while running a busy operation. Luckily, we are
Top Reasons To Use Chat In Contact Centres
Ahead of social media, emails and mobile Apps, chat is the fastest growing communication channel in contact centres. Immediate and more personal, it gives customers instant replies to their questions and is more cost effective for call centres. If you don’t already have agents dedicated to manning
Transform Your Staff Into Extraordinary Communicators
During a verbal exchange, the actual content of what we say account for only 38% of the communication itself. The remaining 62% influencing our interlocutor’s response is a mixture of the words we use, our tone of voice, facial expression and general body language.
What To Consider Before Repatriating Contact Centres From Offshore Locations
A decade or so ago was the scene of a great exodus, that of call centres being relocated off shore. Driven by the need to control costs, it provided companies with cheaper labour, although it was sometimes to the detriment of quality. However, there
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