Meeting customer 3.0 demands
Organisations need to empower contact centre agents and inject structure, meaning and leadership into their engagement with customers, says Interactive Intelligence. Speaking during a webinar with Chris Wood, MD at Engage Customer, Leon Stafford, Territory Manager at...Learning culture key in call centres
There are few workplaces that are as stressful as a telecoms operator’s call centre. When a telecoms subscriber phones in, they’re often already disgruntled because there’s a problem with his or her service or bill. That means the agents in a telecoms call...How to differentiate customer experience
The battle for the customer is shifting to new ground, away from the telephone to digital (email, web chat) and social media (Facebook, Twitter, and others). However, the delivery mechanism for customer experience remains the same: the contact centre agent or customer...SA call centres get virtual, more cost effective
As the economy continues to struggle and as companies face increasing cost pressures – and as all sectors of the business come under the microscope – so the interest in leaner contact centres has grown. Consequently there is a noticeable shift towards a...Empower call centre agents with smartphone support
Investment in strong online customer care strategies is becoming an imperative in the mobile operator industry, especially in Africa, where the first wave of smartphone users is on a rapid rise. Nonetheless, customer care agents are not properly equipped to deal with...