Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

TRAINING IN CONTACT CENTERS

How To Enter the 2020 Members' Choice Awards - For Vendors

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

EMPLOYEE ENGAGEMENT

HOME AGENT TECH & ENVIRONMENTS

Giving a great Customer Experience by doing one thing. - Telnet - ContactCenterWorld.com Blog

Giving a great Customer Experience by doing one thing.

Working in a contact centre, you have scripts and strict processes to follow. But that shouldn’t stop you from going the extra mile.

How does Telnet do it?

Quite often, you can walk by our agents who will be looking up directions for customers or searching a number for them. Sometimes, they will even give local knowledge on an area or tips and tricks.

This is not in the script and isn’t expected by anyone. Yet, we do it.

Why? Well, isn’t that how you would like to be treated? You would want to call someone, and if they had the means or the knowledge that you don’t, you would want help from them?  Yes, you would. Because that is Customer Service and that’s what helping people is all about.

If you call people and all they do is read from a script, is that not too robotic that it makes you feel as though you are talking to AI? There are some things that simply can’t be replaced – like the need to help the customer by going that little bit extra for your customers, the extra knowledge and experience you may have and then the emotional attachment can’t be replicated by something without a heart.

Sharing these experiences or heartfelt conversations are sometimes all that is needed to make your customers feel special.

Going the extra mile doesn’t need to be extreme and you don’t need to do things that really do put you out, it can really be as simple as giving a little extra conversation or a tip on where to buy the best ice-cream in the area you’re traveling to.

Sometimes, that’s all it takes.

Source: http://telnet.co.nz/uncategorized/giving-a-great-customer-experience-by-doing-one-thing/

Publish Date: March 29, 2017 5:00 AM


2020 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300
 



View more from Telnet

Recent Blog Posts:
Customer service is a feeling not an actionAugust 29, 2017 5:00 AM
Patience – An agent’s responsibilityJuly 21, 2017 5:00 AM
How scripting can go wrongJune 15, 2017 5:00 AM
How has Customer Service changed?June 9, 2017 5:00 AM
2017 CX so farJune 6, 2017 5:00 AM
Inbound Vs. OutboundMay 25, 2017 5:00 AM
What can ruin the Customer Experience?May 19, 2017 5:00 AM
Why you should consider OutsourcingApril 28, 2017 5:00 AM
CX Management and why it should matter to youApril 28, 2017 5:00 AM
The Yes and No’s to working in a Contact CentreApril 18, 2017 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 10287 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =