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Olga Fedorova
Customers Operations Director
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Director, Contact Center
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Article : A Business Process That Improves Service

We asked contact center professionals a question that could benefit many in the industry: If you had to give just 1 tip regarding business processes in relation to improving customer service, what would your tip be? Use the advice to improve your business process today.

- a survey by Joss Jalbert, ContactCenterWorld.com

Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"Processes are about how they work for you and your customers, not the other way around, so create the process to work for the customer and person delivering it and make sure it can be easily adapted and constantly reviewed, so that it always meets current requirements."

 
Karen Wenborn
Contact Centre Manager
Screwfix Direct Ltd
United Kingdom

"Walk through the process as if you were the customer."

About Screwfix Direct Ltd

Screwfix Direct Limited operates as an online supplier of trade tools, fixings and accessories, and hardware products in the United Kingdom. Screwfix is the UK's supplier of tools, accessories and har... (read more)
 
Steve Shefveland
Ceo
Ashesi Global Services, Inc.
United States

"Identify all the reasons why your customers are calling, and then diagram out exactly how those interactions should be handled by your customer service agents. I have found that diagrams, and visual maps of the call flow, help in the training process. Lastly, it is essential to actually call in and test out the processes that have been identified. Role play, be a customer for a day, and contact your center to experience how the processes identified on paper actually flows."

 
Rob McDougall
President
Upstream Works
Canada

"You've got processes for the 80% of the simple calls. It's the other 20% that are killing you - the non standard ones. Track them and start improving those processes."

About Upstream Works

Upstream Works provides Omnichannel Contact Center software. We are passionate about creating solutions that help organizations exceed their customer experience goals. . We bring the omnichannel custo... (read more)
 
Richard Blank
CEO
Costa Rica's Call Center
Costa Rica

"Choose your clients wisely. My Father gave me some solid advice, "Richard, I am proud of the new business you get, but, twice as proud of the business you turn away". In the beginning, it didn't make much sense. Today, I would rather fulfill the client's needs and have long term relationships, than subject myself to multiple one month, one agent test run accounts."

About Costa Rica's Call Center

Costa Rica's Call Center (CCC) is a telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every... (read more)
 
Jonathan Grant
Ceo
Vonage
United Kingdom

"Cloud computing is the future and offers businesses the opportunity to manage calls efficiently from anywhere while providing competitive advantage through improved call handling.
Smaller businesses can take advantage of a sophisticated telephony solution that identifies callers, prioritises and routes them effectively.
Larger companies operating a contact centre can take advantage of a more flexible system that doesn’t require specialist expertise or months of time to implement or adapt."

About Vonage

Vonage (NYSE: VG) is a provider of communications services connecting individuals through broadband devices worldwide. Our technology serves approximately 2.4 million subscribers. We provide communica... (read more)
 
Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines
Philippines

"Business processes should be flexible and changeable enough to adjust to the times and the customers needs."

About Concentrix Philippines

Aditya Birla Minacs is a business solutions company that partners with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare an... (read more)
 
Chrissie Jay
Contact Centre Business Analyst
Nedbank Group Limited
South Africa

"We all need some form of structure or guide on how do do things, but don't let the guide become a rod just because it's process doesn't mean it's right or helps the customer. Staff members with the relationship need to be given freedom to do what it takes, which takes judgement. If it were his own business what would he do? I know that's MUCH easier said than done, but it the way to get the edge."

About Nedbank Group Limited

Nedbank Group Limited (Nedbank Group) is a bank holding company that operates as one of the four largest banking groups in South Africa through its principal banking subsidiaries, Nedbank Limited and... (read more)
 
Niels Kjellerup
Manager
Australia

"Stop using call traffic based KPI to measure success. Define Key Value Indicators measuring value added to your business model"

 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Best Agent Award

Read today's tip or listen to it on podcast.

Published: Tuesday, April 20, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide SaaS Solutions

 
1.) 
CrankWheel

CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.

CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.

Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.

The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.

Features:
- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
(read more)
 

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