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Hanging up on customers
Posted Tue 31 July 2007 @ 12:01 p.m. by Sarah Putt
Here’s a tricky one for the seasoned contact centre professional – how do you hang up on a client? Nicely!
You've given them the right information or you’ve completed the deal but still they want to chat. How do you move on to the next call without offending the customer already on the phone.
The other day one of my... >> more
Categories: Leadership | Recruitment and HR
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Only 50% of technology used effectively
Posted Mon 30 July 2007 @ 1:48 p.m. by Sarah Putt
When Datacraft representative Paul Goode moved to New Zealand he was initially impressed with the high level of technology adopted by contact centres. His first thoughts were that the local scene was equal to Scandinavian countries in being the most technically advanced in the world.
Then he discovered that while New Zealand... >> more
Categories: Benchmarking | Technology | Vendors
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Are agents evaluated on only five calls a month?
Posted Wed 25 July 2007 @ 12:55 p.m. by Sarah Putt
How many calls does your contact centre record? According to report available at callcentres.net and sponsored by HigherGround Technologies, contact centres in Australia sample only 1-4% of agent calls per month and “five calls per agent are typical”.“The tendency is to monitor calls that fall outside some acceptable threshold,... >> more
Categories: International | Recruitment and HR | Technology