Why Call Centre Agent engagement matters
When you invest in agents and their overall engagement, you will see a significant correlation between agent engagement and higher performance, better customer satisfaction, and a positive working culture.
What is the future of customer contact for your business?
Inbound calls are by far the most powerful channel for generating additional revenue.
Opportunities to upsell to a higher service or purchase a service plan often arise when a customer makes contact to book a regular service or find out the location of a nearest branch.
Opening Hours Expectations for a Customer Focused Contact Centre
If your business operates a customer contact centre, either outsourced or in-house, how do you refine and define your operating hours to meet the ever-changing needs of your customers?
Do you work on a traditional 9 to 5 Monday to Friday model? Or have you adapted to have an 8 to 6 Monday to Saturday model? Or do you even offer 7 days a week 8 am to 8 pm operation?
The Importance of Using Names in Customer Communication
When we meet somebody new, one of the very first things we do is offer our name. It’s one of the most basic ways of forming a relationship, and creates an immediate sense of familiarity- somebody’s name is a key part of their identity. But how does this translate to conversations we have on the phone?
Dos & Dont’s of Contact Centre on Hold Music & Messages
An often forgotten aspect of a customers’ contact centre experience falls by the wayside: the music or messages they hear while on hold. In this article, we evaluate the Dos and Don’ts of on-hold music or messaging.
How WhatsApp Can Keep Your Contact Centre Agile
WhatsApp messaging is gaining momentum more than ever before, and for a good reason. WhatsApp messaging is now outpacing other communication channels in several ways, find out how in our latest article.
