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Filter Contacts

If you have a detailed idea of what type of contacts you have with customers, set about filtering them to the most appropriate team. For example, if you find 20% of your calls are for different departments, offer callers the option of getting directly through to that department using an automated attendant.

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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.... Read More...
October 17, 2021
How would you describe your contact center? How would your staff describe it? Would they say that it’s a pleasant place to work in and comfortable? Or would they say it’s cramped, dull, untidy and uncomfortable?

Pleasant work environment can sign... Read More...

October 16, 2021
Let us explain. Security – we all need it – it is a basic human requirement. Yet sometimes in the work place we can feel really insecure. We don’t just mean working in a ‘safe’ environment away from external threats, we also need feedback to say that... Read More...
October 15, 2021
How often do you take your team out or have them participate in some team-based activities that is not necessarily work related?

Here are some ideas of things to do – we recommend you don’t just do them but set targets which, if achieved, result ... Read More...

October 14, 2021
If your managers were away and supervisors manned your center, would they know what to do in the event of a power cut? Would they know what to do with a fire or other emergency? Don’t rely on just your knowledge, develop a complete back up plan and d... Read More...
October 13, 2021
I called a major telecoms company recently and during my conversation with an agent overheard a colleague of his talking to a customer. In a busy contact center, unless steps are taken to reduce noise, your customers may be able to hear other convers... Read More...
October 12, 2021
Do you offer customers a choice of languages on your automated system? If you do, make sure you offer this at the very beginning of the automated attendant system. In addition if a customer then selects a language option, ensure that all your queue m... Read More...
October 11, 2021
Does your staff understand the law as it relates to disabled customers? If a caller asks for a bill to be sent in audio format will your staff know how to deal with that? There are legal obligations to employers in many countries around the world. It... Read More...
October 10, 2021
Do you accurately record what questions your customers ask you? If you keep an accurate log – ideally on your system – you should record the nature of each interaction and method i.e. if you are a software company you may record ‘question about new s... Read More...
October 9, 2021
If you have a detailed idea of what type of contacts you have with customers, set about filtering them to the most appropriate team. For example, if you find 20% of your calls are for different departments, offer callers the option of getting directl... Read More...
October 8, 2021
Here’s a little idea from a major healthcare company. To help staff in a large contact center get to know each other and have some fun at the same time, have everyone bring in a photo of when they were 5 or under and post the pictures on a wall witho... Read More...
October 7, 2021
With the rapid increase in mobile traffic, we are all aware with the problems of losing the connection when the signal is weak. If you take a call from someone on a cell phone, offer to take their number just in case they lose the signal and get disc... Read More...
October 6, 2021
How many customers complain about your processes and procedures and how many compliment you? If you get far more complaints than compliments, look at what you can do to reduce the complaints and turn them into compliments. This often involves just ge... Read More...
October 5, 2021
In a recent poll on we found that a high number of corporations claim to measure customer satisfaction, yet few do it at point of contact. Here’s a simple idea that will help you get more out of your IVR and measure satisfactio... Read More...
October 4, 2021
Recently I wanted to book a truck for an office move. I knew the company I wanted to contact but no a telephone number so searched for their web site. Once I found it I checked for locations near me and found 3. Then I noticed an on-line reservations... Read More...
October 3, 2021
In many contact centers there are job descriptions for agents/reps. yet when it comes to recruiting some centers do not test all the skills relevant for the job. When you have individuals who are the only interface between the customer and your compa... Read More...
October 2, 2021
Showing 1 - 16 of 1612 items
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