Customer satisfaction Archives - | Noojee Contact Solutions

Your org chart may be holding your client service experience back

What do your org chart, your seat belt and your fear of commitment all have in common? They may all be holding you back. Your seatbelt’s a no brainer, and we’ll leave your fear of commitment to the professionals. But if you want to keep your clients, research shows service remains key: 89% of people who experience →

5 tips for empowering call centre operators

Your call centre operators are the face (or voice) of your whole customer service operation. They get it all, from simple enquiries to angry complaints. Increasingly both these types of calls are getting more complicated. With access to your website, online forums and social media, customers can find the easy answers online, it’s the hard stuff →

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 →

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 →

11 tactics for building better customer rapport

How well do you really need to get on with your customers? Let’s face it, there’s a lot of them, and in the space of just a few minutes it’s pretty hard to do anything except the simple niceties. Except, building customer rapport is basically comes down to building trust. It’s also a question of →

Improving your call centre Net Promoter Score

The latest acronym to do the rounds of the Contact Centre industry is NPS or Net Promoter Score. In English, it’s simply a measure of how likely one of your customers is to recommend your business to a friend or colleague. Whilst I’m not entirely convinced that its the holy grail of contact centre metrics, →