To achieve excellence in Customer Experience, a consistent tone of voice is key for any contact centre. Our customers should be confident they will get the same level of service, and be dealt with in the same way, whenever and however they choose to contact us.
We look at how to provide faultless assistance to vulnerable customers under a variety of different circumstances within the contact centre environment.
Before we put our feet up for the festive holidays, here’s our expert advice on how to handle customer service during the busy Christmas period
Our expert team takes a look at how to keep your cool in the face of frustration within customer service and still provide a faultless service.
Pete Dunn, Community Engagement Manager, explores why customer service is so important, and some of the ways it can be delivered effectively.
Helen Beaumont Manahan looks at the importance of creating connection in conversation during the daily operation of the contact centre.
How do you keep everyone happy and ensure that your service is always quality assured? You can’t please everyone, but these tips will help.
We examine Quality Monitoring for contact centres on many levels, right the way through to driving a Return on your Quality Investment.
As the QA sphere of influence grows, the need to capitalise on this key resource becomes imperative within your business.