Smarter Working

How often do you hear your agents shout that? Here [...]

Does this sound familiar? A training course was finished with success, a beautiful evaluation report was made and after the closing conversation it ends up at the bottom of your desk drawer. And it’s back to work as usual.

Where a new field of study arises, the need to share knowledge and meet like-minded people grows.

Almost every contact centre consists of employees that belong to different age groups. This has both advantages and disadvantages. For a team leader it is often difficult enough to find the right way of coaching an agent.

Social media and contact centre professionals: waiting for a breakthrough

Up-selling is a sales technique where the seller tries to achieve a bigger profit of turnover by selling the buyer a more expensive or more extensive product or package than he had originally planned.

Being able to conciliate an unsatisfied customer within five minutes, only needing half a word to know what the customer really wants to ask and imperceptibly asking three control questions to check the caller’s identity. Who wouldn’t want to have such an employee?

Drawing up a marketing plan is mere child’s play for a marketer. In order to pursue a good marketing policy a plan is essential. This is also true for telemarketing companies. To have a successful telemarketing campaign you also need a well-thought out plan.

Companies that partially or totally outsource their client contact, need to choose where to draw the line: which processes will stay in-company and which responsibilities will go to the service provider

Financial services and other companies spend fortunes on security to [...]