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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What do Call Centres do?

You’d be forgiven for thinking call centres were the fashion back in the 1980’s, or that they’re all based in a far-off land which has no real connection to the company they say they work for.

Corporate Connect is a proud New Zealand contact centre helping thousands of organisations to build strong, profitable relationships with their customers.

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5 Ways to Reduce Telephone Demand

For large organisations and companies, handling calls is a sizeable part of their budget and call centres are often scrutinised to find areas where savings can be realised.

A common strategy is to reduce staff, but this also usually has the unwelcome effect to lower the quality of the customer service you can provide. The trick is therefore to reduce telephone demand effectively so that you need fewer agents without compromising on service. Continue reading

Contact Centre Gamification: Silly Fun or Performance Booster?

Google are doing it. So are Deloitte, Cisco and Microsoft.

What is ‘it’? They use gamification to improve staff motivation and performance. We know that working in a contact centre can be demanding and that it is essential to keep your agents fresh. Gamifying in business is about using game principles to turn repetitive tasks into challenges with meaningful rewards. Doesn’t it sound like the ideal solution to galvanise your agents? Continue reading