Archive for January, 2013

January 4, 2013 / Business Outsourcing

Tips To Do This Year for Contact Centre Managers

Tips To Do This Year for Contact Centre Managers

Wanting to improve a contact center?  Please check out below top tips for contact center managers. Define what a good job looks like: If you want to coach and manage your call center team leaders to deliver ever increasing performance, then take time out to define what ‘good’ looks like to y

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January 4, 2013 / Business Outsourcing, Customer Satisfaction

Effective Tips for Improving Customer Experience

Effective Tips for Improving Customer Experience

Contact center companies have a clear opportunity to improve customer experience in a multi-channel world. Here are 5 help tips to shape the customer experience: Listen to your customers. 75% of customers say that in the past year the quality of customer service provided by companies has stayed t

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January 4, 2013 / Business Outsourcing, Customer Satisfaction

Customer Service Perfect for Mobile Users

Customer Service Perfect for Mobile Users

The prevalence of smartphones, tablets, and other mobile devices is on the rise, and the customer service industry must adapt to this new way of doing business. A recent survey found that about 57% of customers are likely to use a smart phone app for customer service. That’s a growing number that

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January 4, 2013 / BPO Trends, Business Outsourcing

Call Center Data Analysis

Call Center Data Analysis

Analytical minded people love to get their hands on data. Especially when that data is untapped; perhaps tracked and reported but never truly understood or implemented in any meaningful way. This is often the case we experience in a call center, where agents and managers suffer from information over

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