News
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Going green
With the continuing push to reduce your carbon footprint, here’s a paper that explores seven [...] -
Ten steps to an improved customer experience
CRM Management has compiled this list of customer experience initiatives any company can implement to [...] -
Thinking of implementing or increasing customer self-service?
Planned and implemented strategically and correctly, customer self service can bring many benefits. On the [...] - More from News
Articles
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New European quality standard is guiding principle for contact centres
(by Paul van Ladesteijn) There is a new quality standard for contact centres. The “European [...] -
ECCCO : European Confederation of Contact Centre Organisations
ECCCO has been created in 2002 to encourage and assist in the development of European [...] -
Introducing contact centre principles in the back office
Where in most organisations the front office can merely be surprised by unpredictable peaks, the [...] - More from Articles
White Papers
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The 4 golden rules of the contact centre
Every contact centre faces the same challenge: improving client’s experience. [...] -
Bridging between search & selection and coaching
Working at a contact centre requires specific competences and skills, combined with the right motivation. [...] -
The IT-infrastructure of a call centre
What are the most important points of interest regarding the IT-infrastructure? [...] - More from White Papers
Products
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Plantronics Voyager PRO Wins Design Award
Plantronics Voyager PRO Bluetooth headset wins prestigious iF Award 2010 [...] -
Video chat in businesses: a toss-up
As far as technology standards go, Europe lags behind the United States a few years, [...] -
The IT-infrastructure of a call centre
What are the most important points of interest regarding the IT-infrastructure? [...] - More from Products
Other Recent Articles
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The art of conversational selling
What’s ‘conversational selling’? Is it the answer to getting your point across to customers better? Can everyone be good at it? Here are some answers. More here>>
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Top positive words and phrases …
Language has a critical effect on how your customer perceives your service. In sales, it’s even more so. Pinaz Hansotia, a business unit head and relationship manager, has compiled the top 25 positive words and phrases that we can use in customer interactions. More here>>
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… and how customers make us know they’re unhappy
And here are the most common phrases used by customers when they’re complaining, and some suggestions to counter them. More here>>
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Customer care in the era of social media and Web 2.0
How have the advent of the ‘digital native’ and tools like social media and online communities changed the way we have to look after our customers? A business development manager looks at how the rules have changed. More here>>
- All Recent Articles



