Call centre Archives - Page 5 of 10 - | Noojee Contact Solutions

Call Centre Management – creating a team out of strangers.

The nature of call centre jobs can be transient. Sometimes it’s because agents don’t like the work, don’t think it pays enough, or maybe it’s because the job is a stop gap before moving on to something different. If you’re a Call Centre Manager, you’ll be replacing your team members at a scary rate each →

Is motivating your Call Center Staff a full time job?

If you’re a Call Center Manager, you probably spend a fair bit of time wondering why your employees leave, how to get them to stay longer, and ideally how you can get them to.. wait for it.. enjoy what they’re doing. I’m not going to sugar coat it- it can be hard yakka, especially in →

Remote Working – the pathway to happy and motivated employees.

Every manager’s goal is Productivity. That’s a capital P because expectations about what we believe staff should be able to deliver are getting higher. Work needs to be accurate, relevant and memorable…. and did I mention we want it NOW? The struggle is real, both in and out of the office. Productivity comes from happy, →

360 degree view- understanding the customer journey

“Customer service is the new marketing.” – Derek Sivers, CD Baby A 360 degree view of a customer is something that is used by a lot of organisations in a lot of different ways. Put simply, it is looking at the customer as an individual, and over time, and the customer journey. How they interact →

Podcast – the Psychology of a High Performing Sales Team

I had the opportunity to give an interview to the Australian Podcast Network recently, answering some questions on the Psychology of a High Performing Sales Team. Here it is. It got me thinking about the work we’ve done to really understand what makes and keeps a call centre sales team motivated and firing on all cylinders. →

Customer Experience Strategy for Small Teams

And daily he went round softly speaking his story To all kinds of men from all walks of life Paul Kelly (From Little Things Big Things Grow) When you work for a small-to-medium sized company, it’s hard to hide. You’re not a number, you’re a name, often known by all (including the big guys or →

Techniques for Call Centre Transformation

In ye olde days, call centre agents had it pretty easy. It was a simpler time – customers might purchase a product in store, bring it home, look at the instructions, get confused and call the number provided for help (on the land line, we’re talking BC (Before Cellphones). Maybe chat to their neighbour or →

5 Ways to Drive Customer Retention

Did you know it costs a company 6-7 times more to acquire a customer than to retain them, according to research conducted by Bain & Company? Returning customers also spend more than new ones. McKinsey & Company reckon ecommerce spend for new customers is on average $24.50, compared with $52.50 for repeat customers. This is interesting, given →

Call Centre Security- Looking After Your Customer’s Data

So I’m sure we all heard in the news last week that offshore call centre agents are selling the personal customer data of some of the big telco’s for a nominal price (by Australian standards). Scary stuff- your customers trust that their data is safe with your company, and the slightest inkling that your call →

Big Data and Customer Experience

Big Data. What is it? Well it’s data that is Big, silly. Like really, really big, and getting bigger every day. Mountains of information on your customers or people who look a lot like your customers (they just haven’t seen the light yet). It can help you understand them to help you have really have →