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How Do We Enhance Contact Centre Efficiency with Strategic Workforce Planning
In the contact centre world, managing resources effectively stands as a crucial but continual challenge. The key to a successful contact centre lies in its ability to balance supply and demand, ensuring optimal occupancy and reducing staff attrition. This article...
Are Chatbots the enemy of good customer service?
Chatbots are often seen with a negative view. But are they really the enemy? If we explore some of the key features that make a good chatbot they can actually help enhance the customer journey and positively impact internal metrics in the contact centre. Natural...
Improving CX and EX with the Digital Trifecta! The Harmonious Triad of Digital Transformation!
Customer experience and employee engagement are two critical factors that can make or break the success of a contact centre. The contact centre, often serving as the frontline for customer interactions, plays a pivotal role in shaping these aspects. To excel in this...
The Crucial Link Between Trust, Psychological Safety, and Remote Work Success in Contact Centres
In the ever-evolving landscape of modern work, the paradigm shift towards remote and hybrid work environments has become a reality for many industries. Among those, contact centres have had to adapt to this transformation, facing both opportunities and challenges. One...
How Do We Help Contact Centre Customer Experience SING
FAB has always been built from on operational managers perspective how do we help Contact Centre leaders tackle some of the problems they face off to daily. Having worked in contact centres for a long time I’ve seen most of the problems we set out to help others with....
Does Gamification in Contact Centres have unintended consequences?
When we start to integrate gamification into our contact centre WFO platforms there’s a tendency to want to gamify everything! But what can you gamify and what should you avoid gamifying like the plague!? What is Gamification? If you haven’t heard of gamification...
Take the phrase ‘call centre’ out of your blacklist you can’t live without the modern day contact centre – By Kai Simpson
It was the early 2010s, the landline rang five times before going to voicemail. Being eight years old, I was told to never answer that landline phone because “you only get people trying to sell you things you don’t want” my mum used to say. On the off chance that I...
Is outsourcing your contact centre worth it and how to make it work?
If outsourcing strikes fear into the very heart of your operation and gives you more sleepless nights then a Hitchcock horror then read on with this article as there are some useful tips to hammer out the horror of your Outsourcing fears and if you are outsourcing...
What is High Performance Culture anyway?
How clear is your strategy for developing High performance culture and great customer experience?What is a high-performance culture anyway? How do you know when you have it nailed on? This was a question I posed in a recent poll on social media and it’s a question we...
Dear CC Manager: Let’s stop pretending. Your job title should be Plate Spinner
If you are like most contact centre managers, you landed in your role in one or two ways: you went into the contact centre world as a job ‘just until I find a proper career’ or you were always passionate about solving problems and helping customers get exceptional...
Speech Strategies for your contact centre….
With typically 2-3% of most customer interactions being monitored by your Quality Assurance function you can see why some contact centres are moving towards implementing speech analytics as a tool. But how do you make sure that the new Speech Analytics tool doesn’t...
So you are setting up a new contact centre?
So, you're setting up a new contact Centre..... In this article we look at some of the key considerations for someone who wants to set up a contact centre, you might be growing in numbers and now is the time to embrace new technology and develop your contact...
To Cloud or not to Cloud?
The Contact centre in it’s truest form has been around since the early 50’s and mid 60’s with the introduction of Automatic Call Distributors (ACD) it enabled what we now know as our more “traditional” call and contact centre environments, the ability to direct large...
You are 100 in the queue
As a contact centre business consultant, I’m always intrigued when I call a contact centre to see how the service they are offering stacks up, last week…
Are you a pain reliever or stress buster?
What are the things that keep your client awake at night? What are your clients pain points?
Create engaged employees and boost your bottom line.
More and more employers are switching on to the fact that higher engagement levels in the workplace…
5 top tips for creating a robust sales process
According to the CSO insights in 2018 – 43% of organisations still do not have a formal sales methodology and…
4 ways of getting ROI from your sales and leadership Training
Return on investment is something that is often hard to measure with Sales…
Fast Food Generation
As a 16 years old I was like many other teens around me wanting to spend my money on CD’s and DVD’s and computer games but the difference came when at 17…
Gift of the Gab?
Sales is not a dark art. The perception is that some people are natural born sales people and have the “gift of the gab” the truth is some of us are more naturally…
5 Top tips for Managing Stress and resilience
Two of a sales professionals best and worst friends, as a sales manager or sales professional you get your fair share of…
Can you really sell in a Non-advised process?
I’ve managed teams through the transformation for advised selling and non-advised selling and I have heard all…
Dissecting Behaviours of Top Sales Agents
Most organisation’s split their sales people into 4 categories. Lower Quartile – Agents who may be underperforming or new to…
5 Tips for managing sales pipelines
Asking your team what’s happening with this customer and where are we at with a given client can be hard, especially when you…
5 Mistakes to avoid when following up
How many times have you heard these statements from your sales teams or how often have you said them? “I didn’t think…
