Clik here to view.
Games in your Call Centre?
Playing silly games in the Call Centre, does it really motivate our staff- have we employed adults or children? I often get approached in this regard- what is good business practice, should we...
View ArticleClik here to view.
Are you ready for the Cloud?
A 10 point check list to determine if your Call Centre is ready for the cloud! As with all our communication and opinion, we try to ensure we talk from hard earned first-hand experience, these are...
View ArticleClik here to view.
5 Most common mistakes when implementing a new system
The 5 most common mistakes Call Centres make when implementing new solutions: Regardless if you are a 10 seat Call Centre or a 500 seat Centre there are some common “what not to do” when...
View ArticleClik here to view.
If you are not empowering then you are Impoverishing!
As I have got older, I have defiantly started to ponder the “meaning of life” and often reflect on “how do we really create change”? How did we as a society, become “THIS”! A greedy, cruel and...
View ArticleClik here to view.
How to improve your Customer Service for Free!
Start at the top of the organization! Yes, you read this correctly! It starts with the people who never/seldom take a single Customer Service call. It often amazes me, when I ask the question of the...
View ArticleClik here to view.
“You don’t know, what you don’t know, until you do”!
Well here are few “knows” you should know! Reduce operating cost : for every 1% improvement in First Contact Resolution (FCR), a call center can reduce its operating costs by 1%. If a call center is...
View ArticleClik here to view.
The fine Art of “Inclusive Customer Service”
No one likes to be left out! No one deserves to be excluded! No one asks to be ignored! But that is what is happening daily in our Customer Service environments! We cater for the mainstream, the bulk...
View ArticleClik here to view.
The 5 Deadly sins of IVR
The 5 deadly sins of Integrated Voice Response As someone who has been in the telephony technology game for many many years, I have had the privilege of being privy to many IVR implementations, some...
View Article