Knowledge

Knowledge management and information management make an important contribution to the improvement of the hard Key performance indicators (kpi’s) of the contact centre, like an average decrease of the conversation duration and the increase of client interactions that are dealt with in one time.

Unified Communications

Unified Communications seemed to be a hype for a long time. More and more companies start to realize that orchestrating communication and cooperation at different locations, times and channels can bring in big advantages.

The 4 golden rules of the contact centre

Every contact centre faces the same challenge: improving client’s experience.

Agent profiles and client profiles

The question which many contact centre managers frequently ask themselves is in which way an efficient contact centre operation can be organized by making use of the knowledge and experience of the employees in a right way, in order to handle client contacts as effective as possible.

Agent Selection

Everyone seems to have a negative experience with contact centres that call during dinner time with a fantastic offer of green energy or a loan with an interest rate that you just cannot refuse.

The IT-infrastructure of a call centre

What are the most important points of interest regarding the IT-infrastructure?

  • Other Recent Articles

  • 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>>

  • 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>>

  • … 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>>

  • 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