There is an abundance of ways in which businesses can improve customer service through automated communication channels. Emails are good for detailed instructions but people don’t always read them while SMS have a high read rate and are received instantly, making it the perfect way to keep customers informed. Continue reading
Interactive Voice Response (IVR) can greatly increase the efficiency of your contact centre but it is important that it be designed with customers in mind so that it remains useful to them, and not a frustrating maze. Continue reading
Contact centres hold a vast amount of personal, sensitive information about their customers and it is their obligation to protect it and verify a caller’s identity when calling or being called so that they don’t give it out to fraudsters. Continue reading
Agents that are truly multi-skilled are a gift to any contact centre as they offer the flexibility of being allocated to departments depending on incoming contact volumes. However, being able to accurately predict where they will be needed when is essential to making the most of them. Continue reading
Whether you manage an inbound or outbound contact centre, there will be times when you need to defuse tense situations, be it because a customer has called you about an issue or because you are trying to sell them something.
Here are a few tips to handle objections positively. Continue reading
For many contact centres, Average Handling Time (AHT) is still an essential Key Performance Indicator (KPI). It affects the number of staff and the system capacity you need.
In the past, it was often thought that a low AHT was what to strive for but, over time, companies have recognised that it was too simplistic an approach to measure efficiency and that they had to take into consideration other factors such as First-Contact Resolution (FCR) rates. Continue reading
Predictive diallers can hugely improve the performance of a contact centre, as it eliminates unproductive time by always having a call ready for the next available agent. However, it will all depend on the quality of the dialler chosen. Continue reading
Over the last few decades, the contact centre industry has seen many waves of restructuring. Many industrialised countries first saw their contact centres re-locate where labour costs were lower, to see them come back after customers complained about the quality of service. Continue reading
In the 1920s, Danish mathematician Erlang created the eponymous formula. A pioneer in queuing theory, his work is still the foundation of any network analysis and switchboard staffing. Continue reading
Analysing a contact centre data is crucial to monitor its performance and highlight areas that need improvement. However, with the amount of collected raw data available, it is easy to lose track of what is really significant. Here are our tips not to lose focus. Continue reading