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Make Self Service A Breeze

In this age of multiple contact channels I know that I can call, e-mail, visit a web site, etc. for virtually every organisation around. However, as companies try and promote self-service options to reduce costs, sometimes they can get it very wrong. In particular web sites can be badly designed and difficult to navigate resulting in a frustrated customer either going elsewhere or calling your company by phone. Chances are that if they end up calling because the website does not help, they won’t visit the website again and the value of self service options are diminished. The converse is also true. Make self-service easy and customers will come back again and again. A simple analogy to use is the supermarket – why do you go to a particular retail outlet compared with its competitors? Probably because they make it easier for you – clearer pricing, easier to move around, good service etc. Now look at your self service options and honestly ask yourself, how easy do we make it for customers?

Submit Tips


1. Ask them how you can improve the working environment
2. Ask how you can improve service to customers
3. Say thank you whenever you have an opportunity
4. Get to know every agent by first name and say hello to them when you see them
5. Praise g... Read More...

September 17, 2021 5:00 AM
1. Include them in the selection process for furniture etc.
2. Allow good performers first choice at rota selection
3. Put in place a recognition scheme
4. Share results with them – not just ACD stats but also sales results and company performance... Read More...

September 16, 2021 5:00 AM
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A place for professionals to learn the latest and greatest strategies and ideas and to connect with the elite in the industry. 

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