Agents Archives - | Noojee Contact Solutions

Jan 8
Customer first

How to encourage agents to put the customer first

Customer call centre nirvana looks a little like this: the call-to-staff ratio is calculated perfectly so that the incoming queue is non-existent, but your staff are always on a call. In call centre nirvana, your staff always put the customer first and it shows through your exceptional first call resolution rate. Everyone is happy. Your


Jan 1
Call centre experience

Why online forums are the secret to a great call centre experience

Fact: With 24-hour access to the internet and social media, it’s been reported that 9 out of 10 customers would prefer to self-service their problem rather than call your customer support centre. That’s a staggering number and one that should give anyone running a call centre a moment of pause. But could this drive for self service actually


Feb 12

How to slow outbound sales turnover

No matter how good or bad the relationship was, breaking up almost always hurts. And normally, even though it takes time, the recovery is the same. A few nights out with friends, a tear-jerker movie and too much ice cream helps to dull the pain, and we begin to see that we might live again.


May 21

Understanding answer machine detection (AMD)

Almost every technology solution promises some type of ‘silver bullet’ that will fix all of your problems. In the contact centre industry the silver bullet is supposed to be Answering Machine Detection (AMD). Particularly with the proliferation of mobile phones, contact centres have to deal with lots of answering machines. Agents of course only want