Staff management Archives - Page 2 of 6 - | Noojee Contact Solutions

Sep 21

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

Aug 29

Be careful what you wish for: How call centre KPIs directly influence behaviour

Call centre KPIs (Key Performance Indicators) are more than just something you put down on paper. They are like your Christmas wish list. Your vision for the future. Your call centre Nirvana. When it comes to developing KPIs we could all learn a lot from King Midas. His personal KPIs were around obtaining as much

Aug 21

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

Aug 6

26 Customer Experience quotes to inspire your sales team

A customer’s experience with your sales team can make or break your relationship with them. And it doesn’t take long before a series of bad experiences can tarnish your brand’s reputation. Think 1 star reviews and a barrage of complaints on social media, or even becoming a front page news story like United Airlines. On

Jul 31
CX gift that keeps on giving

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

Jul 16
call centre management bike winning

Call centre management tips- small changes with big impacts

When you want to sell your house, you’re obviously looking to get the most money into your pocket as possible. If you live in a place that’s a bit on the ‘shacky’ side (or shall we say has a lot of ‘character’), then it’s going to take a bit of work to get it to

Jul 2
Happy smiley faces of call centre staff

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

Jun 18

6 Ways to Boost Your Outbound Call Centre’s Productivity… Today.

Balancing the expectations of your customers with the motivation and happiness of your agents – while hitting your targets – can be crazy. Forget about developing your own skills and management techniques, you’re way too busy firefighting, running reports, delivering said reports to management, and recruiting for staff that continuously leave on you. The job

Jun 14

Using call centre skills to get what you need

Remember phone calls? They used to be the way people communicated most of the time. If you had a question to ask, you picked up the phone and called the person from whom you needed an answer. Crazy, right? Pre-texting, Facebook messaging, email, WhatsApp. All these communication options mean few people are having actual conversations.

Jun 4

Workforce Management: the Secret Sauce of Success

Workforce management can be a major time sucking force in the life of a Call Centre Manager. It can also cause a huge amount of stress, as inflexible rosters or work conditions that don’t suit your agents are leading reasons for attrition. The time your agents stay with you is often fleeting for many reasons.