Picture the scene – a beachside restaurant in the south of France. A dazzling white terrace looks over the sparkling azure sea. French families sit quietly and all is calm. Suddenly the peace is shattered as a British family come stomping up the steps.
Live Chat…all talk?
Some love it, some hate it, and it has our agents juggling multiple customers at once. Live chat divides conversation in more ways than one.
Creating an effective Knowledge Base
The mind of a Contact Centre Manager is constantly whirring with ways to reduce agent workload whilst improving customer experience. An impossible task? I don’t think so. Behind every good agent is a solid and reliable Knowledge Base.
Chatbots - should we believe the hype?
Probably, yes. If you’re responsible for a contact centre and find your advisors listlessly answering the same, simple, non-specific questions every day then read on – a chat bot is likely to have a big impact on the efficiency of your operation.
It’s not the technology – it’s the content!
Investing in new Contact Centre technology is essential - but if our customers struggle to use this technology, getting a return on investment can be difficult.
Mind Your Tone: The Importance of Tone of Voice
All of us have a brand voice, and in our experience the most successful companies have a single brand voice.