"While technology takes over the more simplistic, mundane tasks, it will leave human agents to deal with the more demanding enquiries."
From complaint to a working resolution in just 6 days. It isn’t simply customer service management best practice; Tesla has demonstrated a fundamental shift in the way a complaint should be received, interpreted and acted upon.
“The customer experience is the new battleground!” Forbes’ celebrated rallying cry shows no signs of abating.
A new year is upon us and with it the perennial problem of how to improve call centre agent motivation.
If you want people to perform better, you reward them, right? Wrong.
“Then he shouted ‘you f***ing P**i b***h!’. I was shocked and said ‘pardon?’ Then he shouted it again. I said ‘I could report you for that sort of language’ but he carried on yelling and screaming so…
These days it seems that you can’t even buy a cup of coffee without a company asking you to complete a survey.
Employing homeworkers certainly has its advantages. The most obvious being the ability to cut overheads and ironically reduce the number of call centre sick days.
Over the last decade, the drive to ever increasing productivity has resulted in Workforce Optimisation becoming the mantra for thousands of contact centres across the world.
Last week, I wrote a blog in response to an article in the The Guardian about the opening of a new contact centre in Salford staffed entirely by resting actors.
What can be done to improve call centre absenteeism? This is the burning question that call centre management raises at every available opportunity.
A recent article in the Guardian reported on the launch of a new call centre in Salford that will be staffed entirely by ‘resting’ actors.
It’s early evening, you’re just winding down after a hard day, and the phone rings.
“If my call is so ****ing important, why are you keeping me waiting!”
Bill Gates once famously said: “Your most unhappy customers are your greatest source of learning.”
We’ve all been there. Someone has a go at you, or says something that upsets you, and the resultant feelings of upset and anger just won’t go away.
Imagine your call centre; completely devoid of people, with row upon row of empty desks populated only by dead terminals and dusty headsets.
Can your agents can minimise costly repeat contacts, reduce damaging customer churn, and focus on providing an emotionally rich customer experience?