Why you should outsource your call centre functions

Call centre outsourcing is becoming an increasingly common strategic business decision for New Zealand companies. It enables businesses to manage their customer service functions through a third-party provider, often called a business process outsourcer (BPO). You can use outsourced contact centres for inbound and outbound contact and call services, lead generation, helpdesk services, sales order fulfilment and product research. Continue reading

The Best Scheduling Software for Workflow

Which workflow software tool is best for your business?

Having the right workflow management software enables teams to streamline business processes, prioritise and collaborate more effectively. 

Currently the market is almost oversaturated with work scheduling software products, and it’s hard to cut through the noise to determine which platform is best for your team. Continue reading

Tips for boosting workplace morale

Many workplaces have seen major upheaval in the past 18 months, as lockdowns, Zoom calls and economic uncertainty have drastically changed the way we do and view our work. In New Zealand, we have been luckier than most in reverting back to some sense of normalcy, but that doesn’t mean our workplaces haven’t been negatively affected. If you feel that the mood or productivity of your employees has declined, rest assured that it is possible to boost morale in your workplace again! Continue reading

How to Perfect Your ‘Phone Voice’

perfect-your-phone-voice

The way you sound when speaking on the phone can make a huge impact on how your callers engage with the conversation, particularly if you are trying to make a successful sales pitch or handle a complaint. While not everyone is blessed with the calming tones of Morgan Freeman or David Attenborough, there are still several techniques you can use to make your ‘phone voice’ more appealing.

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How to Improve Customer Retention

Fact: Retaining customers is more profitable than finding new customers.  The time, cost and effort involved to attract new customers can be as much as 10 times more.  So, it comes as no surprise companies pull out all the stops to keep the relationship going.

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5 Skills every Employer Wants to See Right NOW

If you want to stand out and improve your chances to grow in your current role it’s important to show employers your rock star skills and prove your worth within the company.

Skills don’t start and stop at qualifications – there are numerous ways your attitude and approach to problems will make you a valuable team member.  Here are the top 5 in-demand skills for the current market.

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How to make a great first impression with customers

Research confirms when we meet someone for the first time we subconsciously form an opinion of them in 4 seconds. Tough crowd, right? Well, there’s more – you then have 30 seconds before that impression is cemented, and cement is tough to move.

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How to turn Christmas customers into Long-Term customers

Over 60% of Christmas holiday shopping is done online. Though that’s fierce competition it also presents an opportunity for businesses to collect consumer information (location and email address), assess where they are coming from (via Facebook, Instagram, Google etc), and strategise your marketing so you can retain them as customers.

Here are our top tips for customer retention:

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Customer Service Technology Trends for 2021

 

First things first. What is customer service technology?

It’s making sure your systems, technology (eg: apps, shopping cart etc) and strategies are all working seamlessly together to deliver the very best in customer service.

With online shopping and online support not just commonplace today, but preferred by many, customer service technology is a fundamental part of any successful business.  Here’s what you’ll see a lot more of (and should include in your business strategy) in 2021.

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