Call centres have a bad reputation among customers, but it doesn’t have to be that way. Martin Ellingham, Senior Product Manager for Aptean Respond, explains how Quality Assurance (QA) can make a major difference to call centre performance… Continue reading Why you need to make the right call over quality assurance
Category Archives: Guest Content
The Wow Factor – does it really matter?
In today’s super-connected world, products are easy to find so how do you stand out from the crowd? Three Rules to help your contact centre deliver a “wow factor” from Cecilia Tengborn at Teleopti… Continue reading The Wow Factor – does it really matter?
Ringing the changes: the art of reducing call volumes
Colin Hay at Puzzel believes focus on customer interactions is what really matters and outlines ten strategies for reducing customer call volumes… Continue reading Ringing the changes: the art of reducing call volumes
Finding the Perfect Balance of AI and Agent-Assisted Service
While there isn’t a specific threshold for “too much” or “too little” artificial intelligence, every organisation should take great care to ensure that the use of AI is complementary to their existing customer experience and aligns with both the customer’s and agent’s expectations. Continue reading Finding the Perfect Balance of AI and Agent-Assisted Service
Introducing Gen Z – “Millennials on Steroids”
The worldwide director of J Walter Thompson’s Innovation Group, Lucie Greene, famously referred to Gen Z or Gen Zers as “millennials on steroids”[i]. Born in the late 1990s to the 2010s, this Snapchat, Smartphone generation are the first true digital natives (having never known a world without the Internet) and they are about to enter the workforce. Continue reading Introducing Gen Z – “Millennials on Steroids”
Five Top Tips for Optimising the Use of Active Listening in the Contact Centre
Active listening in the contact centre is about agents fully concentrating on what is really being said in any interaction with a customer or a prospect, rather than just passively ‘hearing’ the message of the caller. It’s about remaining silent when the customer is speaking and not interrupting but then positively acknowledging what the customer has said. It avoids the pitfalls of advisors jumping to conclusions. Continue reading Five Top Tips for Optimising the Use of Active Listening in the Contact Centre