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Do You Really Look After Your Best Customers?

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 uses the card occasionally and always pays on time with no interest payable, they probably earn your company far less than a standard card holder who always uses their card, pays a little late from time to time (with interest) but always pays! Think carefully about who your best customers are - you may be treating your best customers as the worst and do your utmost to lose them i.e. always route them to collections, keep them on hold the longest, etc!

Submit Tips

TIPS

When we called a telecoms company to check their use of IVR, we didn’t press any keys on our phone when asked to. Wisely, the system assumed we did not have a touch tone phone and played us options with the older ‘grunt’ technology (for those who are... Read More...
October 25, 2020
 2677 
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On a piece of paper write down the following question and have all your agents write down an answer and pass it back to you. The question is:

How much do you influence whether a customer you interact with buys from us again? – explain your answer... Read More...

October 24, 2020
 1
 1580 
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Are your agents/reps able to confirm details in writing when callers request this? Some major centers do not allow access to e-mail and this can cause a problem for agents/reps when asked to confirm the outcome of a call.

More and more callers wa... Read More...

October 23, 2020
 1380 
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We have heard from a number of contact center managers that they have noticed a few agents fixing their stats by picking up a call and putting it down immediately – the system shows a call handled by the agent when it was not. Other tricks include ta... Read More...
October 22, 2020
 2295 
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In many contact centers, service staff are not trained to deal with sales queries, yet often they are at the receiving end of many potential sales opportunities. There are some basic skills that could be trained such as acknowledging requests for mor... Read More...
October 21, 2020
 1835 
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If your center takes last minute bookings for travel, accommodation, theatre tickets, etc., give your agents the ability to confirm a reservation by at least two methods – fax and e-mail for reservations due within the next 72 hours. Offering just fa... Read More...
October 20, 2020
 1944 
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Train your agents to be proactive and offer information rather than having to be asked for it. A simple example is when you take a booking over the phone – at the time the booking is made have your reps offer to send confirmation immediately rather t... Read More...
October 19, 2020
 1
 1583 
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Log how many contacts you have with a customer before their complaint is resolved. You may find that inefficiencies within the systems result in extras processes that could be avoided. For example, if a customer's cell phone was incorrectly cancelled... Read More...
October 18, 2020
 1514 
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Here’s a tip from the management team at the Aladdin Hotel Resort & Casino, Las Vegas, NV.

Have your agents/reps complete a fun scavenger hunt where they need to complete a ‘competition form’ by scouring the information they have available on-lin... Read More...

October 17, 2020
 1117 
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Have a board or area dedicated to record breaking events such as the largest number of calls taken in 1 day, the highest individual sales in one day, and the highest number of bookings in a day, etc. Only show measures which will increase not decreas... Read More...
October 16, 2020
 1
 1664 
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We called Harrah’s Casino, Las Vegas, Nevada to check some details and when the call was answered by their automated call handling system we were given the option to give feedback at the end of the call. We agreed. At the end of the call we were then... Read More...
October 15, 2020
 1
 2115 
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When considering a CRM solution of any kind, always start with the needs of the customer and their expectations before looking at technology as the solution. Remember technology gives you the tools to enhance the customer interaction but it needs to ... Read More...
October 14, 2020
 1
 2002 
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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...
October 13, 2020
 2
 2181 
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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...

October 12, 2020
 1
 2077 
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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...
October 11, 2020
 1139 
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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...
October 10, 2020

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
 1613 
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Industry Champion Award Leaderboard

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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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