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Executive Interview : 9 Ideas To Improve Your Customer Service
Every good contact center is searching for new methods for improving customer service. ContactCenterWorld.com asked its global membership: If you had to give just 1 tip regarding staff in relation to improving customer service, what would your tip be?
"Retain them - it costs a lot of time and money on everyone's part to get staff properly trained and confident in responding to customer queries. To lose them due to mismanagement is truly a crime."
|- Larry Hefling, SVP Operations Planning & Strategy, Sitel US, United States|
"Listen to the customer first"
|- Farhan Majeed, Digital Marketing Consultant, Marketing Circle, Pakistan|
"Give your staff more leeway and focus your attention on the quality of the service versus classic call center core metrics. Your staff will feel more empowered to suggest and provide change if they feel less confided in a role that strictly rewards quantitative achievements."
|- Annie Desautels, Director, Desjardins Card Services, Canada|
|- Jim Gallagher, Vice President of Sales, Corporate Call Center, United States|
"Concentrate on secondary and tertiary follow ups as much as you do with the first without sounding "telemarketingly" annoying"
|- Kartikey Sharma, MD, Avyukta Intellicall Consulting Pvt. Ltd., India|
"Make sure Agents have access to the tools and information required to serve the customer."
|- Michael Shrader, VP, Client Solutions, Expert Global Solutions, United States|
"Ensure that the staff is the right fit for the role."
|- Lisa Marie Smith, Owner, Smith Business Services, United States|
"Training, Training, Training. Without a doubt focus on training and insuring the training is robust enough so they are equipped to resolve issues on the first call."
|- Mike Gilpatrick, Owner, MSG Management Consulting, United States|
ContactCenterWorld.com is the Global Association for Contact Center and Customer Engagement Best Practices and is the largest networking group for contact center industry professionals with over 145,000 professional members. Founded in 1999, ContactCenterWorld.com helps members improve service, performance, reduce costs, enhance sales and employee engagement.
About the Top Ranking Performer Awards
The annual Top Ranking Performer Awards was established in 2006 and is regarded by some as the Olympics of the contact center world as companies from all around the world compete for these prestigious awards and recognition. The 2016 awards are open already – details at www.ContactCenterWorld.com/worldawards
About the Top Ranking Performers Conferences
The annual Top Ranking Performer Conference was co-established in 2006 to run alongside the Top Ranking Performer Awards and is the most recommended industry conference in the contact center World. Delegates from all over the world attend and hear best practices shared by those who run centers. 4 events are run annually – one in Asia Pacific, one in Europe and 2 in North America – details at www.ContactCenterWorld.com/conferences
Today's Tip of the Day - Implementation Is Not Magic!
Published: Wednesday, November 4, 2015