Inbound Archives - Page 3 of 6 - | Noojee Contact Solutions

Call Centre CX: Easy metrics to monitor satisfaction

CX is the new black. It’s definitely a buzz word, but the trendiness of it notwithstanding, it makes a lot of sense for your call centre agents to provide your customers with something more than transactional. After all, we know it costs 6 times as much to recruit a customer as it does to retain →

Battle of the Diallers- Predictive Diallers vs Power Diallers

So you want to up your productivity? Well, it’s not really a matter of wanting it at this stage, more like it had better happen, and please don’t ask for any additional budget or staff… If you manage an outbound call centre, your productivity comes from the time your agents are speaking to humans – →

The Secret to Happy Call Centre Staff

When you manage a call centre, you not only have all the usual stress of managing a team and delivering business results, but you are working in one of the highest turnover industries there is- call centre staff are dropping like flies. You go through the (frankly arduous) recruiting process, train your call centre staff →

Contact Centres and the Cloud – a match made in heaven

    The Cloud. Everyone is talking about the cloud. ‘Put it in the cloud’. ‘You should use the cloud’. Do you sometimes nod and smile when people talk about this cloud, like you know what they’re talking about, when really you have a general idea but don’t really get it? How do people put →

Guide to Workforce Management of Transient Workers

    All my bags are packed I’m ready to go I’m standin’ here outside your door I hate to wake you up to say goodbye But the dawn is breakin’ It’s early morn The taxi’s waitin’ He’s blowin’ his horn Leaving on a Jet Plane – Jon Denver Brings a tear to the eye, →

Managing the ‘No’ of Sales Calls

Do you manage a Call Centre or any outbound sales team? Sometimes it must feel like you’re in the trenches. Taking shots zipping at you from angry customers to whom your team are making sales calls, soothing and cajoling upset and unmotivated staff who, let’s face it, are often halfway out the door onto their →

Problem Solving in the Workplace – Get Creative

And every demon wants his pound of flesh But I like to keep some things to myself I like to keep my issues strong It’s always darkest before the dawn And I’ve been a fool and I’ve been blind I can never leave the past behind I can see no way, I can see no →

Creating a Stress-less Call Center Environment

Did you know that that approximately 80% of what we perceive or experience is based upon our physical environment? (Sherry Burton Ways). Managing a call center is a stressful job, as is sitting in the chairs making and receiving calls all day. The pressure is unlikely to go away – customers need to talk to →

People are not rats. The secrets of staff motivation.

Humans are complicated. They have feelings and motivations and agendas that will often have nothing to do with their day job. You put a bunch of them together to walk around on the same patch of carpet all day, add to that complexity different personalities, values and energy levels, and a whole lot of other →

Call Centre Metrics in the New World

Quality Scores. First Call Resolution. Service Level. Average Handling Time. Right Party Connect. There are many very important call centre metrics to give you an idea on volume- of hours, of calls, of waiting time. If you track your call centre against these you can make sure that for every hour, you are servicing the →