HR GENIUS BLOG

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

OpsTalent Tips: Happy staff + happy customers = increased customer satisfaction

OpsTalent Tips: Happy staff + happy customers = increased customer satisfaction If you want to drive up customer satisfaction you need to be obsessive about employee happiness. If agents are happy they will present a more friendly and empathetic demeanour while handling queries, resulting in exceptional customer service. Thus leading to increased customer satisfaction and brand...

How can unified communications help “Your” contact center?

How can unified communications help “Your” contact center? No modern multi-lingual contact center can function properly without the use of Unified Communications (UC) as it should play a significant strategic role in these key areas: staff training and collaboration, driving remote working practices improving ¬†customer satisfaction. How can unified communications help “Your” contact centre? 1.¬† Flexibility and control. Non-UC system’s where restricted when...

OpsTalent Tips: Do the right thing, become customer centric.

OpsTalent Tips: Do the right thing, become customer centric. Being overzealous when it comes to Average Handling Time (AHT) can be the bane of a contact center, never penalise agents for spending too much time while handling customer queries. They are in fact actively helping the customer and as far as long term goals go, First Call Resolution is much more important to customer...

Empathy, resolution and value – the trifecta of follow-through.

Empathy, resolution and value – the trifecta of follow-through. The easiest method to make customers happy is; letting them know that their requests and queries have been heard and that they will be resolved shortly. Simply, inform and act! Follow-through is the final and most important step of successful customer service. But please remember this, words without actions are just empty promises – customers...