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Digitization in the contact centre – what to keep in mind image

Digitization can offer many advantages to contact centres provided it’s implemented correctly.  Digital customer service responds to customers’ needs for easily accessible multi-channel interactions, often on-the-go via mobile devices. When done right it can save time and money for both the business and customers. Digitization is generally tasked to the technology department and technicians are focused on the task of getting technical details of the implementation right. The result is that the impact to employees, the operations of the contact centre or to customers calling in can be overlooked. To ensure that this doesn’t happen, here are 4 important considerations: Understanding complexity – what is most important? While technology is capable of many things, organic flexibility is not always one ...

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You’re hired! That’s it? image

Traditionally the call centre industry has a bad reputation for hiring people and then throwing them in the deep end. It used to be that as long as you had a pulse you were hired, given a headset and shown to a cubicle with a script to start answering calls. No training, just a brief induction, then get on the phone and start talking. Answer calls, talk to customers and make them happy. If only it were that simple. Communication is an art, especially when you are dealing with people that are angry, upset or impatient. In a recent survey, 70% of contact centre managers admitted they didn’t provide regular soft skills training – training that would equip agents better ...

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Carolyn Blunt makes the inaugral Vcare Top 50 Customer Care Influencers image

Real Results Training is delighted to share with you that our Managing Director; Carolyn Blunt was recently announced as one of the Vcare Top 50 Customer Care Influencers. Those of you who have worked with Carolyn in their Contact Centre or follow her on Twitter will already know why but here is what Vcare said about the list…. When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space. These experts make up our inaugural list of the Vcare Top ...

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Resolutions Schmesolutions…. image

They say that despite the best of intentions 92% of people fail to keep their new year’s resolutions. Not only that, but that the failure comes early on in the year – just 3 weeks. Well this year I bucked the trend and failed spectacularly in just 3 days! While I chastised myself for a moment, in a way it was a relief. I had the failing behind me and now I could focus on what I’m going to achieve this year. Some of the most popular New Year’s Resolutions include: Losing weight, eating healthier, joining a gym, spending more time with the family, saving money, getting out of debt, or drinking less. And these last about as long as ...

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Reducing AHT in your Contact Centre image

So much is said and written about the Average Handling Time (AHT) metric and the implications of using AHT in your contact centre (you can read more in our free ebook by clicking here). Some people really stand by it and others want to get rid of this all together, believing we should let each call 'take as long as it takes' so that it provides a personalised customer experience. However, for call centre planning purposes I bet someone is still crunching those numbers and planning shifts and schedules on it. Taking your eye of the metric all together is like working blind and you will get caught out by spikes in your call volumes and cause customers to have ...

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Can a call touch a soul? image

In the world of fame, one of the last things you expect is a well-known actor manning a call centre phone. Yet, according to a recent BBC report, this is exactly what actor Shia LeBoeuf did over a weekend at the Liverpool Art Gallery. The purpose, he explained was to give people an opportunity to connect with him, ask him anything they want, or just talk. This is not the first time the actor has sought to bridge the gap between fame and normality. At the Berlin Film Festival he wore a brown paper bag over his head with the words: I’m no longer famous. But can a call centre make a difference? Le Beouf’s call centre is different in ...

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