HR GENIUS BLOG

SHARING NEWS, IDEAS, THOUGHTS AND ADVICE AROUND THE WORLD OF HR!

Great Customer Experience in 4 steps: Apologize, Empathize, Compensate and Follow Up.

Great Customer Experience in 4 steps: Apologize, Empathize, Compensate and Follow Up. The good thing about unhappy customers is the oportunity to turn the situation around, regain their trust and turn them to your most loyal customers. All thanks to providing the best customer experience possible – bring your “A” game. Most customers do understand and at tomes expect that there will be mistakes, or that they...

Winning with AWT – bring RTI to a knife fight.

Winning with AWT – bring RTI to a knife fight. Data entry despite being an essential part of customer service, is also time consuming and quite inefficient. So what can contact centers do to reduce that wasted time? Pinpoint the problem. According to ContactBabel, contact center agents spend close 12,5% of their work time on after-call processes, costing the industry over £2.6bn a year. Do...

Speech Recognition & Disgruntled Callers – the perfect match.

Speech Recognition & Disgruntled Callers – the perfect match. Speech analytics are powerful tools, that allow contact center supervisors to automate the process of identifying what calls should be highlighted and in some cases elevated. The process of finding calls used to be like finding a needle in the haystack, since call centers record tens of thousands of calls per day. The whole endeavor...

Managment change in three easy steps – keep the middle men in the loop.

Managment change in three easy steps – keep the middle men in the loop. The middle managers of any well established enterprise operate the core of the business. At the same time they posses the knowledge of what works best for your company versus areas that need improvement. Thanks to their deep understanding of operational requirements it’s crucial to include them in the decision making process when considering outsourcing...