Giving the best customer experience is not something any business can do effortlessly. Surely we’ve all had some bad experiences with different brands that left us thinking “I’m never using their services/products ever again!”? That statement usually builds up from a series of unsatisfactory experiences from the minute you engage with that specific brand. In…
It’s a new year and we’re all excited about starting things fresh and achieving new set goals. However, what happens when things go south and you’re faced with an unhappy customer who is determined to get their complaint across? First things first – as a client service consultant; don’t panic! Customers can sometimes get rude…
Setting up a call centre gives you a competitive advantage and helps you deliver a great customer experience. But what kind of technology/software do you need for a call centre? There are lots of solutions on the market, so making the right choice is challenging. Customer experience software and hardware help call centre agents answer…
The future of contact centers is one that’s very technology based. The 4th industrial revolution is bringing about new trends and expectations. Organisations with contact centers must be upping their game on an ongoing basis just to keep up with trends and satisfy ever rising customer expectations. 2020 will bring about the implementation of all…
1.Problem-solving and Fact-Finding Customer service consultants need to always bear in mind that customers come to them in hopes to find solutions and some sense of relief. One of the most fundamental attributes of good customer service is resolving the customer’s query. So, problem-solving is key and fact-finding is the skill behind that. Problem-solving begins…
Businesses in the services industry use metrics for two key purposes: informing their strategy to improve the customer experience and assessing the effectiveness of their current operation. According to my knowledge and personal experiences in the call centre and services field – metrics can measure the success of previous strategies that we have implemented to improve…
By now most of us have discovered that Artificial Intelligence (AI) plays a major role in improving daily tasks and getting the job done. However, that is not where it all ends. AI can also be used as a tool for effective and convenient customer experience. Imagine you have a problem with a company’s product,…
Omni-channel services play such an important role in giving customers the best experience and should not be overlooked, especially in the customer services and call centre space. I have personally come to realize the significance of Omni-channels for businesses when I had a challenge with getting a quote from an insurance company. Article by Doug…
Artificial Intelligence (AI) since its implementation throughout businesses including the call centre and customer service industry has made significant changes and has brought a lot of advantages with it. Through AI, we have seen the development of chatbots play an important role in advancing the call centre space in improving customer services and now it’s…
This time of year that’s all I can say…. Its December again… .. All I wanted was to go back home after a not to positive business meeting curl up in bed with pancakes and a book… close the curtains and listen to the rain…… . Tell my team “I will see you all next…
