Blog

I have a bad case of the “earworm”. That’s when music continually repeats through my mind after it is no longer playing. For me the earworm “T’ain’t What You Do” is doing double duty. The opening bars are infectious enough to make it impossible for me to get it out of my head. Yet its underlying message is what makes it truly memorable:

Today’s customers are digitally savvy, more demanding and expect instant service. Contact centers face a constant challenge in managing customer expectations. Here are some key customer expectations and some tips towards managing them Save my time – Have your customers spend less time on wait times by providing a self-service option where the use case is best suited (E.g., Password…

“This call may be used for quality or training purposes…” Have you ever wondered about that notification when you call a business? While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. While call monitoring may be performed live at times, it isn’t feasible when there are large volumes of calls. For this reason,…

Greeting customers. Aaaaah, that crucial first impression and what to do with it. Before we get started with the how, what, and why, let’s take a step back… Ask yourself, what is your sole purpose in your contact center? To make your customer happy? To drive revenue? The answer to this question should be a cornerstone to…

If you hear people talking about a call center, they will often ask whether it’s “inbound” or “outbound”. The difference between inbound and outbound simply refers to who is placing the call. If a customer places a call that’s inbound, as the call is “coming into” the call center. If an agent places a call that’s outbound, as the…

Chances are good that you encounter Auto Attendants almost daily. They are easy to recognize: For this, press 1. For that, press 2…. If you have ever called a business and been presented with choices without the intervention of a receptionist, then you have “met” an Auto Attendant. Businesses of all types and sizes use virtual receptionists to route their customer’s calls based on a menu selection. “Please listen closely, as our menu options have recently changed…” Auto Attendants are like a virtual switchboard, often replacing the need for a dedicated…

Whether you’re addressing a room full of people or talking to somebody one-on-one, making a presentation can be a stressful experience as it is, and the behavior of your audience can throw you off your game completely, if you don’t know how to correctly interpret it.