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5 ways to be a customer superhero image

When customers contact your organization they are looking for one thing: a superhero to solve their problems. It doesn’t really matter how the problem came about as much as finding that magical solution that doesn’t involve a lot of effort or stress on their part. Yes it may seem overly simplified and idealistic, but at the heart of it, no matter how small or complex the issue is, to win customers over you need to be able to provide that superhero style of service. No quibble or looking for accolades in the process, rather simply getting the job done. Are you up for the task? A bad customer experience is never good But it doesn’t have to stay that way. ...

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Have you got what it takes to work in customer service? image

Contact centre jobs are not suited to just anyone. It requires highly skilled and competent people who can work under pressure and use their initiative. Having said this the contact centre environment can be hugely rewarding, teaching you skills that can be applied in almost any business environment. While many skills can be learnt, there are certain attributes that top contact centre agents instinctively have. Have you got what it takes to work in contact centre customer service? 7 Essential Instincts You Need… Good Listener – People who are natural listeners do well in the contact centre industry. They have a great instinct for discerning what the customer needs or what they really want. Actively listening is a skill that ...

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What agents should and shouldn’t say image

  To quote Forest Gump with a little editorial license: “Life (in a contact centre) is like a box of chocolates, you never know what you’re going to get.” There is no way of knowing what mood the next caller on the line will be and what type of query they may have, and in part this is what makes working in a contact centre both interesting and challenging. Agents need to have the knowledge and skills to adapt the conversation with each customer query and this is where soft skills are highly valuable.  Knowing what to say, and how to say it, or even what not to say is key in creating a positive customer experience for the caller. ...

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Cyborg and Advisor Interaction image

Advances in Artificial Intelligence and machine learning are set to make a big impact on the business environment in the years to come, particularly in the field of customer service. Already AI technology is being implemented in contact centres in the form of Amelia and other chatbots. What does this mean for the future of contact centre advisors and how can the handover from machine to human be facilitated so that it is beneficial and efficient? Will the role of humans in customer service become obsolete? The primary concern for people working in the contact centre industry is that the requirement for them will decrease resulting in job losses. Optimists claim that mainstream AI implementation is still a long way ...

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Can managers really be motivators? image

Can managers really be motivators? As managers we are told that it is our job to keep our agents motivated. But just how much of that responsibility is ours and what is up to the individuals? There’s that age old saying “You can lead a horse to water but you can’t make it drink.” Motivation is an internal factor that makes an individual want to take action. It’s an employee’s intrinsic enthusiasm, which means that while you can create an environment that encourages motivation, the rest is up to them.  So what can you do to create that environment that inspires them? Know who is in your team and what they want People are motivated by different things because they ...

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The top 2017 success secret – making customer service the lifeblood of your business image

  The top 2017 success secret – making customer service the lifeblood of your business It’s a new year and strategies abound on what the major trends will be for customer service. There’s a lot of talk about Artificial Intelligence and Big Data technology that is aimed at helping improve personalization and the customer experience, but will this ensure business success in 2017? Certainly technology can help, but it’s just a tool. To achieve success in this increasingly challenging economic time and competitive business platform perhaps a different type of approach is required. Looking at the CCA Industry Council report of 2016, there are some fundamentals that many businesses still seem to be missing and it all revolves around customer ...

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