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Customer Contact Points

We all know customers access our services in a number of ways. Make it easy for them to be routed around your company by not having them re-dial to speak to another department. A classic example yesterday was when I wanted to get a settlement figure on some finance – after queuing for 15 minutes, the first person I spoke to gave me a figure but when I asked about another account we also had, he advised me I had to speak to another department as his system gave no details. To further frustrate me, he asked me to redial another number and said he could not transfer me through!. So I had to make another call and wait another 15 minutes to be answered!

Submit Tips

TIPS

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Consistent Channel Strategy

Last week, a VP of a major international business told us how he tried to order some goods over the net from a well known brand name. After completing his shopping he proceeded to the on-line checkout, his order was refused as he was not allowed to s... Read More...
September 10, 2024

3414

How long have you worked here?

Here is a great and simple idea to help your staff get to know each other and also help recognize staff who have been with the company some time. It works where you have staff who work at the same desk every day!
Create chair back stickers that hav... Read More...
September 9, 2024

4057

Name/Extension

Today, when I call a large company I expect to be put through to a large contact center. I also expect that I may need to speak to several different people to resolve a query or complete a transaction. Make it easier for customers like me and allow a... Read More...
September 8, 2024

2008

Best Agent For The Job

In many contact centers there are some agents who are better suited to jobs they are not doing and vice versa. For example great inbound agents may be making outbound calls and not be as fluid as the hard core outbound agents. It’s worth spending tim... Read More...
September 7, 2024

Himanshu Mistry | PeppyOcean

It's not how you find your dream job but if you dont have any idea about how you can find your best job, then you can choose some best agents who will helps you to find a job.

June 22, 2019 7:20 AM EST

2550

Customer Contact Points

5391

Research Before You Buy

With the constant stream of new technology and applications presented to us on a daily basis, do research amongst your customers before installing some solutions. For example, if you are going to implement an auto attendant service, check with your c... Read More...
September 5, 2024

4715

Greetings During Holidays

In a spot check over a national holiday, we found that agents in only 1 in 10 contact centers we contacted by phone wished us well for that holiday. This little difference left a positive image compared to the others. It’s a nice touch to add an ackn... Read More...
September 4, 2024

3110

Manual Workforce Management

If you work out staff work loads by hand or using a spreadsheet, make sure you always build in some contingency for sickness, training, etc. so that you don’t find yourself running short of agents and missing those service levels.
Read More...
September 3, 2024

2855

Patronising Agents

Ensure your agents are aware of how easy it is to sound patronising especially when dealing with technical information or gathering data. For example asking someone to check their main lead is connected and saying something like “the cable that goes ... Read More...
September 2, 2024

3173

Don’t Hide Behind A Tape Player!

Now that technology enables us to remotely monitor what happens in the contact center, there is a danger that the visits we used to make where we sat next to agents taking calls and asking them ‘what’s happening and how they are’ may disappear. It’s ... Read More...
September 1, 2024

2155

Assisted Transfers

If your agents transfer calls to other offices, consider the option of an assisted transfer – where your agents check to make sure there is someone at the other end and/or lines are not busy. Some companies do not do this and the result can be that v... Read More...
August 31, 2024

4541

Contact Center Newsletter

Here’s a tip from the management team at the Aladdin Hotel Resort & Casino, Las Vegas, NV.

Produce a monthly newsletter, which is distributed to all staff inn the contact center and also senior management. It’s a great way to involve staff, keep ... Read More...
August 30, 2024

3439

Make It Easier To Complain

When I recently had reason to complain about poor service from a local car rental company, I called in and spoke to someone giving him the full details. I was promised a call back. That never happened. I called again and spoke to a second person as t... Read More...
August 29, 2024

4421

Choose Your Response Method Carefully

When I complained to an airline about poor service I sent an e-mail because I wanted a record of my comments and also a response back fairly quickly – it wasn’t necessary for me to get an immediate response. So I waited a day or so and when I heard n... Read More...
August 28, 2024

4070

Train In Sensitivity

Train your agents to be sensitive to customers who are unhappy about an action or promise on your organisations part that was not fulfilled. In our experience sometimes an agent, if not presented with all the facts on screen, can dispute vigorously p... Read More...
August 27, 2024

4771

Speech Recognition

When employing speech recognition in self service applications, as with IVR offer an opportunity for the caller to speak to an operator/agent if they need to. Otherwise it can be frustrating if a caller is trying to get information or reach an extens... Read More...
August 26, 2024

4362

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