How to Respond Well to Improve Your Call Center Customer Service
By Meri Johns
There are many ways one can improve customer service, mainly through service standardization, best practices and employee training. [Read more...]
Delivering World-Class Customer Service
May 30, 2011 By Leave a Comment
Delivering World-Class Customer Service
By Christopher S Ray
The business world's transition from local to global is at the forefront of a lot of freshly developing standards in call center customer service. As companies who outsource customer service utilize their prevailing customary best practices to a more substantial, international scope, they discover that improving service requires new techniques, processes, and operations formulated for particular sets of consumers.
Guidelines For Choosing A Customer Service Call Center
May 27, 2011 By Leave a Comment
Guidelines For Choosing A Customer Service Call Center
By Kathleen Chester
Customer service is key to retaining your clientele, but it can be a challenge to manage in operational terms. A recent study by Forrester Consulting found that consumers rate automated telephone customer service higher than live agents for some straightforward transactions. The study also found that the majority of consumers were not satisfied with their service experiences. [Read more...]
Call Center Customer Services Provide Technical Customer Support
March 7, 2011 By Leave a Comment
The Way to Call Center Success
By Jack Morkel
Customer Service Call Centers are created to provide state of the art services to clients and maintaining relationship with customers. Customer Support Cell, as the name indicates, is a unit which serves customers with their esteemed services and applications.
Outsourcing Customer Service: Metric Talk
February 9, 2011 By Leave a Comment
Outsourcing Customer Service: Metric Talk
By Ivana Lewis
The functions of the call center customer service are not one-dimensional. There are several different ways in which outsourcing customer service can prove to be a wise choice. There is a prevalent view among the smaller brands that they don't need a customer service call center because they are working with a close-knit group of customers.
[Read more...]
Call Center Customer Services – Your Company’s Vibrant Business Culture Starts Here
July 31, 2010 By 1 Comment
Call Center Customer Services – Your Company's Vibrant Business Culture Starts Here
By Rob Porter
A winning customer service culture starts from inside of your business. It begins with great customer service strategies powered by the decision-makers of your company. Many pioneering business leaders are now using one strategic method to create a long-lasting customer service culture: they're simply turning to a call center for customer support.
Obviously, call center customer service can't replace interpersonal and face-to-face meetings. But outsourced customer service can help you create these meetings and keep your customer and client relationships fresh. Customer service representatives can create client consultations, schedule meetings, and create telephone conferences (which is especially valuable if you communicate daily with international clients).
IVR Technology – Translating Voice Into Increased Productivity
June 3, 2010 By 1 Comment
IVR Technology – Translating Voice Into Increased Productivity
Modern call centers services are adapting new technology in order to make their customers always satisfied with the provided results and success. Such a new technology is Interactive Voice Response that is integrated with computer and detects voice on a normal call.
This technology helps a company to refer database immediately and acquire information from it. The information is then pushed further to a call center customer service representative. This enhances the productivity of call center services by reducing the time of call handling.
7 Ways to Save Money on Training
April 27, 2010 By Leave a Comment
Blended learning, when it is well integrated and well organised, can be a great money saver! That doesn’t mean to say that blended learning in ONLY about saving money but it’s a great start! In the current crisis, we have seen all sorts of dramatic events but, for once, it seems that training hasn’t suffered the usual swingeing cuts.
In the past, the reaction was immediately ‘times are hard so we have to cut out training‘; it was the first thing to go but this time round, it seems that training departments have been ‘saved’ and are being encouraged to be more creative in how they spend their funds. It’s a positive spin on the situation as it has thrown up the effective use of some great training tools!
7 ways to Save Money on Training
Get Clear About Blended Learning
April 27, 2010 By Leave a Comment
The definition
Often definitions of blended learning employ culinary metaphors; you may not be a cook but you probably eat, so these terms should be familiar to you!
- a mixture of ingredients which make the ideal dish,
- a variety of drinks whisked together to form a cocktail,
- a list of dishes put together to form the ideal menu.
Does this difficulty of agreeing a definition devalue what blended learning is or does this infinite variety offer the best and most flexible way of responding to a learner’s needs?
To summarise most current thought there is no ‘one size fits all’ approach and it really is a case of “horses for courses’!
When we say ‘traditional’ we probably mean F2F, classroom based training, right? Well, I’m not saying do away with F2F altogether OR go over to a complete e-learning system.
Managing a Call Center’s Difficult Customers Through Transactional Analysis
April 26, 2010 By Leave a Comment
Call center agents often experience unpleasant interactions with their customers. As call center outsourcing providers follow the rule of the customer being always right, they find themselves in a hitch of what to do next. To understand the behavior of customers in a better and scientific way, let us follow Transactional Analysis (TA) which is an integrative approach to the theory of psychology and psychotherapy.
This approach works on the physiological structure of customers and is based on one of the best model of theory of personality which is Ego-State Model.
This Ego State model has three phases which are parents, adults and children ego states.
The Art of Presentation Skills – Creating Mental Stimulation
April 20, 2010 By Leave a Comment
Let’s say you have a room full of people you are looking to train, or influence. You have a lot of information to convey to this group of people, how should you do it? What is the most cost effective, time appropriate, and let us not forget easiest way to do this? Better yet the most important question to ask one’s self is how can I get this group of people interested, gain their trust and keep it throughout the process.
In either instance, a speech would do, but it may come across as tedious or even worse, boring. If you have information that must be conveyed starting with a “boring” speech type proposal is certainly the quickest way to lose the attention of your audience. Once you lose the attention of your audience, it is gone, working on regaining their attention is also a lost cause, start strong and never lose their attention.
