Employee engagement strategies have been shown to retain customers, reduce staff turnover, improve productivity and increase profits. An “engaged employee” can be defined as one who is enthusiastic about their work and takes positive action to further the organization’s strategy. Customer experience is top of mind for many organisations and a positively engaged employee contributes more than 50% towards…
Your customer experience journey is the result of an interaction between an organisation and a customer over a period of time. An organisation that wants to optimise its Customer Experience needs to have a Customer Experience Strategy in place. The CX strategy is the actionable plan in place to deliver a positive, meaningful experience across all…
Many dynamic organisations are moving beyond the voice channel into new territory so as to communicate with their clients where they feel the most comfortable. Omni-channel is the future of customer service. To stay top of mind and in our customers’ hearts, we must learn to adapt and improve so we can keep on providing excellent…
Did you know that on an average, for every 100 calls manually dialed, only 14 reach the right person? Dialers can automate the handling of these failed calls, and this feature alone could lead to a 150% to 400% rise in the productivity of your contact centre agents. An intelligent outbound auto dialer has features…
Top management are reluctant to provide bigger budgets for the customer service contact centres since they see no revenue value in them thus placing Call Centre Managers in a tough spot. They then take necessary measures to implement methods which would reduce the cost of the call centre without compromising on the level of customer…
IVR is often the first interaction between a customer and an organisation. It can strongly influence the caller’s perception of a company through its personality and ease of use, delivering great benefits to both sides. Conversely, getting it wrong through poor implementation can be a real turn off for the caller, so getting it right…
Sales pitches should be about the consumer’s needs and how you can meet them. Before mentioning anything, think if the phrase you’re going to use might damage anyone or anything. There are certain things that can help you get closer to a sale, and there are many things you can say that can end up…
Increasing Impact through Transparency, Accountability, and Partnerships The first two official AIDS deaths in South Africa were recorded in 1982 with the first case having being discovered in West Africa in 1930. For almost a century now, the world has worked tirelessly to defeat this epidemic and it seems we are getting closer to this…
From as little as R2 799 per month, get a whole new comprehensive telecommunications system that addresses the needs of your business. Sign up with a partner that improves your company’s bottomline while lowering costs for phone bills, space used, licensing and support What you get! Up to 10 ScopTEL Hosted PBX Users – Endless…
ScopServ offers its resellers and clients various basic and advanced training programs. The goal is to provide ScopServ partners with appropriate knowledge and superior technical skills on ScopServ products so they can service their customers. Pre-scheduled training is available every quarter or more depending on volumes. Such training courses can also be available upon request. If…
