Call centre Archives - Page 2 of 10 - | Noojee Contact Solutions

Tips for creating an unbeatable knowledge centre

Your customers are getting smarter and they’re getting better at self-service. If they have a problem with your product or service they’ll look for solutions from their friends, social media or a forum long before they even consider calling your contact centre. This means that when they do finally call your agents it’s about the →

How to scale your contact centre sustainably

As Dr Seuss would say “Congratulations! Today is your day, you’re off to great places, you’re off and away.” Your business is growing. You’re pulling in more customers or clients than you’ve ever had before. Of course with the increase in numbers comes an increase in your contact centre requirements. You need more sales calls →

Upskill, reskill or rehire? How to get the best call centre agents for the job.

Customer experience is hot right now. But more than just being the newest business trend, creating a good customer experience brings in actual results like higher sales values, longer lasting customer relationships and better margins. Customer experience should be front of mind for every call centre agent and their manager. In fact, it should be →

How to improve customer experience with call blending

Running a customer support team is like riding a roller coaster. There’s ups, downs, lulls, and terrifying free falls that make you wonder if that second toasted sandwich was such a good idea. If you run a customer service team and an outbound sales team you have twice the rollercoasters to handle. And maybe that →

Call centre skills every agent should have in 2018

When a customer calls your company, more often than not they are not a happy camper. They are experiencing some sort of issue or inconvenience that makes them take time out of their day to call you to rectify it. To handle conversations with grumpy people and turn them around into a positive customer experience →

Why your call centre script shouldn’t be a sales pitch

‘Hello, <insert customer name> how are you today I’m calling to tell you about an amazing upgrade available to you for your existing <insert product name> if I could take 5 minutes of your time, I’d really appreciate it’. Click. ‘Hello?’ ‘Bueller?’ Did you know, according to a study by Walker, that customer experience will →

Case Study: The companies with a gold standard in customer care

Customer care is an essential part of building a sensational customer experience. Beyond simple complaints handling it reflects the way your agents are enabled to truly care for your customers, every step of the way. Here are some companies that are winning in this space and lessons we can all learn from them.   Zappos →

9 ways your website can improve your customer service call centre

Customer service is increasingly multi-channel. Websites, chat, social media and call centres all have their part to play. They all nurture your customers in different ways, helping them along their journey and supporting them in troubled times.   But they don’t work in isolation, in fact they work best as a team. In this case →

Why good customer experience starts before you have customers

If a good customer experience creates better brand loyalty, increases word of mouth and creates higher-value sales – then why are we waiting until customers are customers, before we give them the good stuff? How you treat your prospects before they have invested one dollar with you, will directly affect their likelihood of becoming a →

The secrets to better customer experience management

Customer experience management is exactly what it says on the box. Your ability to manage your customer’s experiences throughout their lifecycle. It’s the ability to oversee, track and optimize their experiences to foster loyalty, referral and boost incremental sales. Good customer experience management is not an accident, it’s something that needs planning, commitment and investment →