How To Choose The Right Predictive Dialler
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. How will it fit with
Five Steps To Customer Satisfaction Surveys In Contact Centres
We regularly discuss the ways to handle complaints and dissatisfied customers, simply because customer satisfaction is the cornerstone of any business. Complaints should always be seen as an opportunity to put things right as, for each disgruntled person who gives you a piece of their mind,
Easy Ways To Improve Your Interactive Voice Response System
Interactive Voice Response (IVR) systems can make call handling much faster but, if not designed properly, they can be a huge source of frustration for customers and can leave them with an unfavourable perception of your company. Here are five tips for an efficient,
What Makes A Country A Successful Hub For Contact Centres
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. Now more than
How To Deal With Online Negative Reviews
How to Deal with Online Negative Reviews Social media have provided businesses, both ecommerce and brick-and-mortar ones, with a fantastic way to engage with customers. However, they are all two-way communication channels and negative reviews form dissatisfied customers will also be accessible by everybody, which can do
What Is Erlang Calculation And How Can It Help Your Call Centre
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. The formula is a complex equation taking into account the number of call agents available at
Common Mistakes In Contact Centre Reporting
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
5 Benefits Of Using Call Disposition Codes In Contact Centers
We have often mentioned the importance of collecting data in your contact centre as it is an invaluable source of information that can revolutionise the way you do business. An area which is often neglected is using call disposition codes. Also called activity codes, call disposition
Four Simple Ideas To Engage With Existing Customers In 2018
It costs 4 to 6 times more to acquire new clients than keeping existing ones; an existing customer is 14 times more likely to buy more products or services from you, and 73% are more likely to recommend you. Yet, despite these crystal-clear statitics,
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
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