We’re currently part way through National Customer Service Week (1-7 October), which acts as a focus for the importance of customer service to UK businesses. Led by the Institute of Customer Service, each day during the week has a separate theme - from Bringing your Strategy to Life to Improving Processes and The Future.The sheer breadth of subjects covered and the enormous number of o...
Whatever industry you are in, customer service revolves around providing fast, accurate answers to customer queries. However ensuring that your agents have the up to date information needed to deliver these answers can be difficult, as it is scattered across multiple IT systems, stored in physical folders or even kept in agents’ heads. The key to delivering excellent customer...
The majority of times when customers call your contact centre they are looking to get answers to their questions. Provide this information quickly, efficiently and politely and they will finish the conversation happier and better disposed towards your company. That’s the essence of good customer service – and on paper it seems relatively simple.However ensuring your contact centre agen...