3 Ways to Write More Authentic Contact Centre Scripts
Helping your agents to deliver effective messaging in-call is not always easy. Apart from ensuring that your agents are providing useful information to customers, you also need to help them…
5 Best Lead Generation Strategies For Contact Centres
If one of the goals of your contact centre is to generate sales for your business, a key challenge to overcome is how you’ll generate leads for your calling team.…
Call Centre Reporting | Top Metrics And Analytics Best Practice
As a contact centre manager, reporting is one of the most important things to get right. However, it’s also one of the most difficult. In this guide, we’ve explained call…
How To Use Call Centre Data To Improve Your Customer Experience
As a business, your call centre can make or break your sales funnel or your customer experience. Agents answer inquiries, make sales and address concerns, but they are also a…
How To Handle Sales Objections | 7 Objection Handling Tactics
In sales, it can be easy to fall into the trap of focusing too hard on closing the deal, rather than anticipating potential objections. A failure to prepare for sales…
7 Call Centre Technology Trends You Need To Know (2021)
Contact centre technology never stops evolving. In the past decade in particular, the rate of technological change has accelerated – especially as call centres begin to take advantage of artificial…
Call Centre PCI Compliance: Explained | How To Get Compliant
As a contact centre manager, you’re probably well aware of the importance of being PCI compliant. PCI compliance is no longer a nice to have – it’s a basic requirement…
Call Centre Forecasting: Explained | How To Predict Staff Needs
Forecasting is one of the most important parts of your job as a call centre manager. However, it’s also one of the most difficult things to get right. Often, there…
10 Tips To Improve Outbound Sales Performance (B2B & B2C)
To make your offer stand out from the crowd, you need to go above and beyond the status quo with your selling efforts. COVID-19 has made the sales environment more…
How To Solve 5 Common Inbound Call Centre Issues
The truth is, despite the rising popularity of social media support and online ticketing platforms, customers still like to pick up the phone to reach your customer service team. (more…)