Both topics are of paramount importance in the Contact Center environment. Everyone in the industry seems to be talking of Customer Experience and paying less attention to Customer Service. Each area touches on different things that when put together, you offer your customer the best solution and increase retention. The Customer Journey has different stages…
When you enhance your Agent training, it brings out a positive outcome on your contact center performance. The Agents generally become proficient at addressing difficult queries or problem customers. Coaching tends to increase their sense of engagement and confidence as well as develop a more positive outlook about their role in your contact center. Coaching…
It is time to acknowledge that our Agents’ Experience matters just as much as our customers’ happiness. Focusing on agent satisfaction makes sound business sense for any industry. You should try to avoid a mechanical attitude, replace that with a team of individuals who are motivated to give the best customer experience to your clients.…
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…
