Today, so much is automated by technology, you could be forgiven for thinking why you need humans to run the customer service side of your business anymore! Yes, there are many frequently asked questions to answer a lot of enquiries, but technology will always lack some vital human qualities, like these …
China is New Zealand’s biggest trading partner so if China is having a crisis, so are we (along with many other countries).
Take tourism for example. As New Zealand’s second-largest international visitor, as well as one of the most valuable in terms of holiday spend, Chinese visitors have a very important part to play in New Zealand’s tourism industry. How significant the effects will be since the rapid increase of the Coronavirus is unsure, but with 30 flights operating between New Zealand and China, the fallout will unfold over the coming months.
Looking for business opportunities to win, retain and grow your customer base in 2020? Start the year off with a bang by instigating these consumer trends.
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
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
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
First things first, what is shrinkage? Shrinkage is the amount of time an employee isn’t available to work during paid time. As far as contact centres are concerned, this means not being able to take calls. Continue reading
The quality of service provided by your contact centre will be highly dependent on being adequately staffed. Too few agents will lead to longer waiting times, but too many will affect your profit, so how do you find the right balance? Continue reading