Call Center Industry News and Tips
Improve Employee Morale Through Better Communication
By Martin Hofschroer
Employee morale is being damaged by an excess of electronic devices in the workplace.
With the rise in smart technology enabling employees to collaborate with colleagues and friends through social media, calls and texts, more workers are damaging their performance by becoming engrossed in these devices.
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Recognise Business Mistakes To Improve Customer Service
By Martin Hofschroer
Companies must examine and enhance their inefficient processes in order to improve customer service.
Research by American Express revealed that consumers were being most frustrated by business contact centre employees who used certain stock phrases such as: "Your call is important to us, please continue to hold."
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Using Call Centre Data Can Improve Customer Service
By Martin Hofschroer
Many businesses are missing a trick by failing to using contact centre data to improve customer service.
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Social Media Can Help Contact Centres Enhance Customer Service
By Martin Hofschroer
Contact centres can enhance customer service by employing a wider range of communication channels.
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Quicker Response Times Will Improve Customer Service
by Martin Hofschroer
Businesses can improve customer service by responding to consumer complaints as quickly as possible.
Research by Eptica revealed that a significant number of contact centres failed to respond to online consumer queries through email communication in their own promised time frames.
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