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Training the Trainer – Tips on Making it Work
Helen Camm reckons that train the trainer programmes are the perfect antidote to the circus of development initiatives that take place year in, year out in the call centre
On the face of it, employing an external specialist provider to design and deliver innovative and content rich training to improve business performance seems the ideal solution.
Martisor – a beautiful tradition in Moldova and Romania
Every spring on March 1 people in Moldova, along with their neighbors in Romania and elsewhere where Romanians live, celebrate Mărțișor (Romanian pronunciation: [mərt͡siˈʃor]. They celebrate the rebirth of life after the hard winter. On this day men offer to their beloved women flowers and martisors (the symbol of serenity and happiness).
Seven Tips To Build An SLA For Your Call Center Service Provider
For a call center or a contact center, SLA is an important document. Service Level Agreement (SLA) is the commitment to the client by the contact center provider. The commitment to maintain a certain standard of service during the tenure of the engagement. SLA also defines the extent of accessibility of a contact center to their client.
11 tips for effective email management
An increasing amount of contact centre traffic is now being handled by email. But how can we get the best out of it?
How To Monitor Competitor Activity: Five Simple Tools To Use
As marketers, we need to constantly monitor competitor activity and analyse it. Even substitute competitors can provide a hive of interesting opportunities and threats to respond to.
How to Choose Your Contact Centre Team
No matter how amazing you are as a call centre manager, you simply can’t succeed without an effective team supporting you and implementing your plans.
The Importance of Market Segmentation
No matter how large or small your company, no matter what your specialism is, your entire marketing planning and implementation should always be based on your customers. After all, the very essence of marketing is to build relationships with these people, the people you define as ‘your customers’. So how do you form a relationship with someone?
You take the time to get to know them.
The Right Words and Phrases to Say to an Angry Customer (2)
So, we now know what phrases to use when dealing with the different types of angry customers in the call centre. But what specific words are central to all of these expressions? Find out below, and if you remember these words, the right statements to use should start to fall off the tip of your tongue. You can also build them into your call centre spiels.
The Right Words and Phrases to Say to an Angry Customer (1)
When it comes to calming angry or irate customers, a skilful use of language by your agents could be very important.
Managing Call-Backs in the Call Centre
It’s simple to throw technology or people at the challenge of managing call-backs in the call centre but it’s far more difficult to manage the process to deliver optimal outcomes. Richard Farrell explains how it can be done.