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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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Back to basics – What customers really want from call centres image

At the moment there is lots of discussion about AI and we have more technology and tools than ever before to measure customer service. But still, on average, most contact centres still seem to fall consistently short of customer expectations.  Is it time to get back to basics and understand what customers really want when they call into a contact centre? Here are five things that explain why customers get frustrated: Listen to me Customers want to be heard, respected and valued and one of the easiest ways to do this is to call them by name. Then they are no longer just another number in a queue but an individual customer that is made to feel important. Statistics show ...

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How contact centre technology is driving customer satisfaction… image

According to a recent report by PWC[i], technology and innovation are rapidly changing the face of customer service, making it a major contributing factor to profitability and market share. However, technology is only one part of the puzzle. Unless companies can get customers to engage with their apps and other technology offerings there will be little impact on the bottom line. For example: A business may have developed a customer service app, but without a user friendly interface with accurate information and integration, and customers engaged and using the app, the effort will be wasted. Is there a way that businesses can grow their customer engagement using the available technology? The PWC report highlights several factors that are driving change ...

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