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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Corporate Connect – helping your business prepare for Christmas

 

About Us  

Based in Wellington, we’re proud to be New Zealand owned and operated.  Since 1998 we’ve handled millions of phone calls, texts, emails and social media responses from every organisation imaginable throughout New Zealand.

Our diverse range of services means whoever your customer is, we can help them with their questions and concerns, so you can get on with the business of business.

We can house up to 150 customer service representatives, and each and every one of them is professionally trained in all areas of customer service.

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Skills Every Call Centre Agent Must Have 

Hired the wrong person before? It’s an expensive error, isn’t it? The wrong skills, unable to get along with others or lack of experience can be a heavy blow to your brand, especially if the wrong person is the initial contact – the call centre.  

 It’s a demanding task and not a job for everyone. But at Corporate Connect we are leaders in delivering staff who can handle stressful situations and offer versatility to solve problems and make customers feel important. 

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Is Telemarketing a Thing of the Past?

For marketing to achieve great things the marketing plan must include a mixture of channels.

You would only have a Facebook page in your marketing plan, just as you wouldn’t have only grapes in a fruit salad.  Different channels increase the chances of reaching more people while creating a cohesive brand.  And branding is big news when it comes to customer loyalty and perception of what your business is all about.

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Connecting with Customers in the Modern World

Customer care used to be pretty straight forward.  You phoned the business number, spoke to the right department who hopefully resolved the problem over the phone or had someone visit your home or business to settle the issue.

These days, the competition is fierce, customers are wanting (and expecting) an ‘instant’ result.  And, instead of waiting for the train or bus and talking to the person next to them, everyone is steering down at their phones, trying to fit in as many tasks as possible.

The modern consumer has multiple channels in which to seek help – this isn’t front-page news.  So why are so many businesses stuck with old-world customer care practices?   Fear perhaps?  Or simply not knowing where to start?

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The Difference Between an Average Call Centre and a Great Call Centre

Call centres are known for dealing with and solving customer service problems.  Why? So in-house staff aren’t landed with the time, effort and expertise it takes to do it right.

 

With any business, cost is a driving factor. But like most things in life, the cheapest (or the most expensive for the matter), is not always the best choice.  To know if you are getting bang for your buck, here are some key areas to check when employing a call centre for your business.

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New Zealand Small Businesses are Growing Faster

New Zealand small business

Two things New Zealanders absolutely love: 1) DIY and 2) shopping.   Can’t purchase what you’re looking for?  Well, chances are a local business has seen that gap in the market and has turned it into a small business.

Yep, New Zealanders have a strong entrepreneurial spirit which is reflected in the fact that a staggering 97 per cent of New Zealand businesses fall into the small business category.  Of this 97 per cent, 70 per cent are sole-traders and the remainder have few employees – between 1-19 in fact.

According to leading economists, it’s a growing trend.  Though small businesses employ just a third of New Zealand’s workforce, they accounted for more than two-thirds of the nations’ jobs growth in 2017-2018.

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How a Call Centre can Help your Brand

brand perception

When it comes to building a cohesive brand for your business, customer service is usually overlooked.  And this is where the business can really suffer when not handled properly.

Brand awareness is when a potential customer recognises a brand from specific characteristics.  It could be the colour, music (jingle), catch-phrase or image the customer recognises. We all know Apple products simply by the apple image and we are heavily influenced by what that apple represents (technology, quality, price point etc).

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How to handle Social Media complaints

You really can’t get away with anything these days.

With much of the world’s population in charge of a phone, camera, video and social media apps at the ready, communication has become easier than ever.  And, so has complaining.

We want to help you handle those media complaints with some tried and true steps:

Don’t think that complaint will go away

It won’t. In fact, time is a big part of dealing with a complaint successfully. If an irate customer doesn’t feel listened to, you’re simply just poking an already angry bear. Continue reading