Empathy is the single most important skill of customer care and the single hardest ability to learn. How do you imbue your team with empathy? “I understand how you’re feeling.” “Do you? Do you really?” Defined as the action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts, and experience of another of either the …
“Within arm’s reach” is an expression meaning near (or not near) enough to reach by extending one’s arm. For an agent what needs to be near? As a manager how can you enable your agents to achieve their very best? How can you put everything within arm’s reach of your team? In an increasing world of concern and security …
Advanced contact centre jargon is often used to intimidate and control conversations. Yet when you get into it there is not that much to it. Let’s have a look at some of the terms and concepts which help contact centres solve broad operational challenges and summate the issues and solutions into single words. Working in a contact centre for a …
Activity Time is a way of thinking about how traditional contact takes in terms of delivering customer interactions and the impact it has on your business. Imagine it’s a bright and sunny Monday morning. You arrive into your business ready to take on the world. Where to start? How did my teams do last week and where does the business …
FIY or Fix It Yourself is a business approach to reduce pressure on customer care teams. How do you make it work for you not against you? Not “Falling Into You” by Celine Dion or Federazione Italiana Yoga (Italian: Italian Federation of Yoga), FIY is a mindset of using technology and people more cleverly to help facilitate customers resolving their issues. …
NLP or Natural Language Processing is an area of science focusing on how people and technology interact. Yet what does this mean to contact centres? The ability to talk to a computer instead of using a keyboard opens many cost saving opportunities as well as new and interesting interaction capabilities. Yet for some industries it poses a new threat which …
Insourcing is a big strategic decision to do work using in house teams, the opposite of outsourcing. What’s involved in getting your business ready? Every business is different, each process is unique, yet the general approach to insourcing is consistent across industries. This article examines three areas. The first are the metrics to keep an eye on when developing your …
Outright fails are the questions that appear in your quality control process which flag a significant issue. A miscalculation here can skew an entire business. This article asks you to review your quality control calculations to see how you handle a common scenario. I have seen this process happen in many quality control processes, so it’s worth sense checking your …
BPO Cost Models are the pricing element of the contract you engage a Business Process Outsourcer (BPO) with. How do you make the most of your BPO? This article is for managers to review their contractual agreements with their outsourcers or how to go about outsourcing to a BPO For experienced outsourcers please skip down to the wrap up and …
PCI or Payment Card Industry is an acronym associated with the highest levels of security for managing financial transactions in a contact centre. What does PCI mean for your business and how can you accomplish compliance? More importantly do you need to as there are providers who can help! This article is targeted at contact centre managers with no technical …
