How to Ensure Great Customer Service over the Christmas Break

Typically, Christmas is a time when your permanent staff are slowing down and planning their summer holiday.   However, Christmas is also infamous for customer care centres to be at their busiest!   Last minutes demands or scheduling appointments while retailers dealing with product returns due to the wrong size, wrong colour or wrong delivery.

To retain those loyal customers and stay on top of things here are a few tips to keep your business ticking along nicely so you can think about winding down.

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How to Prevent Call Center Agent Burnout

We have often talked about how demanding being a contact center agent is. Whether they are dealing with routine queries or angry customers, it can be an intense job that leads to stress and ultimately lack of motivation and decrease in productivity. It is therefore essential that managers act before this happens and reduce the risk of agent burnout. Continue reading

How to Design a Call Centre Training Programme

Training your contact centre staff is essential to conveying your brand’s message, delivering outstanding customer service, create a knowledge base in your company and motivating your staff. However, for many contact centres, training is limited to learning how to use systems and listening in to calls next to a more experienced agent for days. Continue reading

Top 5 Tips to Improve Call Quality Monitoring

Quality Management Concept

Call quality monitoring should be at the heart of process improvement in contact centres. It will, of course provide you with invaluable information about people’s experience when they call you, but also with wider-ranging data such as requirements for training programmes, assessing whether your equipment and systems are delivering what your business needs, and ways to motivate your staff. Continue reading