Customer complaints about queues are a perennial issue for contact centres. Suzette Bouzane Meadows and Richard Farrell demonstrate how call back technology can help solve the issue and provide more effective customer service.
In any organisation, the sales department plays a pivotal role in the success of the business. The unique and important role of sales is to bridge the gap between the potential customer’s needs and the products/services that the organisation offers that can fulfil their needs.
A leader tries to guide and motivate others to take action and implement change. Of course, there are many ways of doing that, but it’s important to note that leadership doesn’t involve forcing people to act in a certain way.
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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.
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).
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.
An increasing amount of contact centre traffic is now being handled by email. But how can we get the best out of it?
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.
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.