Written by: Carina Vermooten With digital channels and platforms forming a big part of our daily lives, complaining about a brand has become easier than ever, but luckily there is a way to turn a frown upside down. Apologize and empathize Don’t be tempted to send a copy-and-paste...
Written by: Carina Vermooten These days, people complain about everyone being on their phones constantly and not engaging in conversations. However, our phones have become much more than just mindless entertainment while we wait at the doctor’s office. It’s our way to stay connected to our...
[vc_row back_to_top_skin="default"][vc_column][vc_column_text]Written by: Carina Vermooten The call centre landscape is shifting and because of AI becoming increasingly prevalent in call centre environments, it’s important for businesses to be aware of all trends and incorporate it into their overall business strategy. Let’s dive in: AI is no...
The festive season is around the corner. Office parties, longer days spent by the pool and a drink in hand becomes the norm. But along with all the holiday fun comes irate customers and a spike in calls, which can put a damper on the...
With Black Friday, Cyber Monday, and the festive season just around the corner, many businesses, including call centres, are opting to welcome more seasonal workers onto their teams to help with a burgeoning amount of sales and call volumes. Despite having extra hands on deck, call...
Upselling and cross-selling is a huge opportunity for companies that are often overlooked. However, it requires extensive training of agents to tactfully spot opportunities and act on them when they arise. If customers are made aware of the full range of products and services your...
[vc_row back_to_top_skin="default"][vc_column][vc_empty_space][edgtf_blockquote text="We live in an era where we expect not only same-day delivery, but same-day solutions to all our problems. This means that call centre agents are tasked with rapidly resolving tickets without letting the quality of their service provided to customers drop even...
[vc_row back_to_top_skin="default"][vc_column][vc_empty_space][edgtf_blockquote text="Data is a commodity you don’t often think of first when you think of businesses. Many organizations focus their attention on building up the database but often neglect updating the information. "][vc_empty_space][/vc_column][/vc_row][vc_row back_to_top_skin="default"][vc_column][vc_column_text] However, people and potential customers, move house, get new jobs...
[vc_row back_to_top_skin="default"][vc_column][vc_empty_space][edgtf_blockquote text="Customer service is often not seen as a marketing tool of any sorts, which is not unsurprising as it appears that the two departments and their goals are very unalike. "][vc_empty_space][/vc_column][/vc_row][vc_row back_to_top_skin="default"][vc_column][vc_column_text] However, these two seemingly different business functions have significant overlap and are...
[vc_row back_to_top_skin="default"][vc_column][vc_empty_space][edgtf_blockquote text="A bright spotlight has been shone on AI in recent years as many systems and processes are becoming automated. Concerns are mounting that AI could ultimately make the call centre obsolete. However, according to the advertising and marketing advisory firm BIA/Kelsey, calls to...
