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System Not Easy To Use?

I have lost count of the times agents/reps have said to me that the systems designed by the IT dept. are not user friendly. One of the best ways to illustrate this to the IT dept is to have them periodically sit by some agents and watch how they use the system and the problems they encounter. This way the IT team can get first hand experience of the issues and can make appropriate changes to improve productivity, service and agent satisfaction.

Submit Tips

TIPS

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 ... Read More...
January 28, 2022
 1
 4015 
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...
January 27, 2022
 3569 
In a spot check over the holiday season, we found that agents in only 1 in 10 contact centers we contacted by phone wished us a Merry Christmas. This little difference left a positive image compared to the others. Unless your agents are likely to spe... Read More...
January 26, 2022
 2045 
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...

January 25, 2022
 1
 1782 
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...
January 24, 2022
 1
 2337 
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...
January 23, 2022
 3
 1567 
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...
January 22, 2022
 1
 3523 
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...

January 21, 2022
 2638 
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...
January 20, 2022
 1
 3269 
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...
January 19, 2022
 3117 
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...
January 18, 2022
 3917 
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...
January 17, 2022
 3380 
Segmentation of your customer base can help you know your best customers, but beware, your best customers may be those you think are the worst!. For example, if you are a credit card company and have one customer who maybe a Platinum card holder who ... Read More...
January 16, 2022
 2
 1668 
I received a phone call from a customer services rep of a major airline following my compliant about the way my complaint was handled. At the end of the conversation there were still some outstanding actions so I asked for a phone call. The rep said ... Read More...
January 15, 2022
 1
 2280 
I had to contact a finance company regarding a change of address. The person I spoke to amended one of the two accounts I had over the phone but refused to help with the other as I did not have my 16 digit reference number to hand. I asked if she cou... Read More...
January 14, 2022
 2204 
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...
January 13, 2022
 2434 
Showing 1 - 16 of 1715 items
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The most important day of the year for the CC & CX industry in the world!

We are proud to announce the winners of The 2022 '17th Annual' Global Top Ranking Performers Awards, The World's Most Prestigious Awards in the industry! Read More...
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