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Lost Opportunities!

If you operate contact centers in different parts of the world make it easy for potential customers who may call a local office and find it closed to contact other offices if they want to. An example is when I called an airline to book a business trip from the UK to the US. It was 7pm on Sunday in the UK and I heard a message “Our offices are closed, call back between the hours of 7am – 6pm Monday to Friday or 10am-4pm Saturday and Sunday” That was it! – no web address mentioned for booking online, no other numbers available etc. I found their web address and contacted the US office, which was 5 hours behind and made my booking – most customers would probably just call another number.

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TIPS

Next time you have a team meeting ask everyone in advance to think about their worst experiences of dealing with other companies. Then at the meeting allocate some time at the end to hear all the horror stories. Make notes about what your team say. T... Read More...
July 7, 2020 5:00 AM
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Sounds difficult doesn’t it! We get many requests for tips on motivating when funds do not exist, so here are some suggestions for you. To start with, get a team of 5/6 of your best staff together in a room and give them the following task to complet... Read More...
July 6, 2020 5:00 AM
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