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Don’t Over Glamorise Your Job Adverts

Lets be honest, working in a contact center isn’t going to change your life forever, yet many job ads I read for contact center agents makes it sound like the best job in the world. Yes working in a contact center can be great and very enjoyable and rewarding, but dressing it up all the time just to attract applicants can give the wrong impression. It may be better to just tell the job the way it is and that way expectations can be managed. You may also find that whilst your applicant numbers may go down a little, your conversion rate from applicants to joiners may go up – it can save you time and resources too!

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TIPS

When a customer complains to you, the very least you should do is acknowledge the complaint and set their expectations as to when you will reply. If the complaint is about a critical service i.e. telephone, credit card, etc. then your company should ... Read More...
September 24, 2020 5:00 AM
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Remember, although there have been many enhancements in technology and new access channels for customer to contact your company, the agent still plays a key role in making or breaking the customer relationship. It is therefore vital to make sure you ... Read More...
September 23, 2020 5:00 AM
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Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...
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