Every few years, a new technology arrives in customer service with cinema-level hype. Artificial intelligence is the latest: depending on who you ask, it’s either the Terminator coming for agent jobs or a magic fix for every CX problem. The reality is far less dramatic—and far more useful. AI will change contact centers. It already […]
AI in the Contact Centre: Is It Ready for Prime Time? Read More »
All the world over, businesses are changing their modes of operation. More specifically in how they handle their customers. This is because the population all over the world is mostly comprised of the youthful (the millennials) whose tastes and technology application in business greatly influences preferences. Customer care is a critical issue in growing your
Why is Everyone Chatting? Read More »
In the early days of my career I was responsible for setting up an operation in a different city. It was a great opportunity for me and something that I really wanted to succeed in, however looking back on that person with the experience I now have. Well, lets just say that I was very
Setting up and Launching a Remote Office Read More »
Dealing with customers that want to cancel is hard. I know – I’m personally in the midst of trying to cancel my Television/Internet service & trying to keep my frustration in check is difficult to say the least! – however, this blog is not about the customer experience, but rather how to ensure that the
Cancellation – the final step in a long and drawn out process Read More »
Customer service is an integral part of our job and should not be seen as an extension of it. A company’s most vital asset is its customers. Without them, we would not and could not exist in business. When you satisfy our customers, they not only help us grow by continuing to do business with
1. Be a Leader AND A Manager: Leaders share and communicate a common vision (of some future state); they gain agreement and establish the forward direction. Leadership is more than just telling someone what to do – it is inspiring them and motivating them by giving real world examples and ongoing guidance Good Leaders motivate
The 5 Key Requirements of a Successful Project Manager Read More »
As an IT professional, it is incumbent upon you to continue developing your skills and knowledge as that is the only way to ensure that you are current with what is considered “best practice”.After all – while you might think of your skills at work as being similar to Wolverine’s, you’ll realize that he didn’t
CSI & Benchmarking Read More »
What is it? In its simplest form, a helpdesk is a group of people assigned to assist customers in solving their problems. There are many different types of helpdesks and they are called by a variety of different names depending on the function that they serve, however the main point to make clear is that their purpose
A very important point to remember at all times is that you need to have a more aggressive Internal SLA vs. the one that you are offering to your customers. I know it sounds self evident doesn’t it, but there are no end of organizations that I’ve dealt with where customers are offered a 4hr
INTERNAL AND EXTERNAL SLA’S Read More »
