The Three Best Gifts You Can Give To Your Customers
It is well-known that there no longer is any brand loyalty. Unless you are Apple, customers will switch to your competitors if they offer something better or your customer service isn’t what they expect. In addition, the ability to buy anything and everything online increases
Lessons From LEGO’s Contact Centre
In 2015, the sales of the LEGO Group reached US$2.1 billion (NZ$3 billion), making it the largest toy company in the world in terms of revenue. Each year, its contact centres deal with 1.8 million calls and emails worldwide across 3 sites. The group’s
The Mistakes To Avoid When Setting Up Self-Service Call Centres
Self-service AIs are becoming increasingly sophisticated and able to handle more complex queries. This is good news for customers and contact centres as the formers can access simple information without having to wait for an operator to be available, while the latters can re-allocate the freed-up
Balancing Digital And Human Support
Delivering outstanding customer support in the digital age can be quite a challenge. Online services have led us to expect instantaneous resolution 24 hours a day, 7 days a week across a wide range of communication channels; our willingness to wait has greatly diminished
Top 5 Tips To Improve Call Quality Monitoring
Call quality monitoring should be at the heart of process improvement in contact centres. It will, of course provide you with invaluable information about people’s experience when they call you, but also with wider-ranging data such as requirements for training programmes, assessing whether your
How Customers Make Decisions
In this day and age, we like to think of ourselves as educated consumers who make decisions logically after shopping around and weighing pros and cons. However, is it really true? Everybody can recall instances of purchasing something they absolutely didn’t need just because they wanted it. And
How To Predict Your Customers’ Behaviour
Understanding your audience is crucial to the success of any company. Likewise, being able to predict your customers’ behaviour will enable you to prevent undesirable outcomes, which is particularly useful for contact centres. Here are a few techniques to help you: Track and monitor
How To Manage Customers’ Waiting Time
Business is all about numbers and statistics, which is understandable as they are the only objective way of setting targets and measuring results. However, many aspects of customer service are not so easily quantified when they involve customers’ perceptions. From those subjective experiences, none
How To Grow Your Contact Centre Without Losing Focus
As we have discussed in previous articles, a phone call has become somewhat of a last resort for customers wanting to contact a company. You would have thought that it would spell the end of the call centre, but, on the contrary, it has increased its
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