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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.

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.

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.

Importance Of Consistency Among Different Channels In The Contact Center

Recently I was asked to participate in an expert round-up for how Fortune 500 companies Manage their Contact Center(s). More specifically, I was asked to provide insight on the importance of consistency among different channels within a Contact Center. There is a wide range of channels available in the Contact Center industry. Traditional calling is no longer the sole standard and thus the Call Center has evolved to the Contact Center, offering multiple channels such as email, chat, SMS, video, self-serve, social media etc.

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