Call Management internal awards 2014

Call Management/ December 15, 2014

And the Winner is … It’s that time of year again when we will be staging our internal call centre awards ceremony. Earlier in December a leaflet was sent out to everyone in the office. On this leaflet they could vote for the “Happy Camper” of the office (the person who is always smiling and in good spirits), the “Most

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How retailers can become customer-centric

Call Management/ December 9, 2014

Present day customers are interested in personalised experiences with customer service. They are looking for more ways to buy and more channels to contact customer support. Retailers must embrace an Omni-channel approach with regards to customer interactions. “Omni-channel environments where customers can shop online and offline at the same retailer are

Retailers Recognize the Importance of Promotions and Vouchers this Christmas

Call Management/ November 21, 2014

Promotions trigger both in-store and online purchases. Here are some figures according to a survey carried out by http://www.retailmenot.com/. The findings found that 7 in 10 customers (68%) surveyed, believe that digital coupons have a positive impact on a retailer’s brand, and 68% stated that coupons generate loyalty. Of the consumers surveyed, 64% said a digital promotion or a coupon

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CCMA Awards 2014: Highly Commended

Call Management/ November 17, 2014

The annual call centre awards took place last Saturday 15th November 2014 in Dublin. This event is held annually by the Contact Centre Management Association (ccma.ie). Their primary aim is to promote and give recognition to the contact centre management profession; to actively promote continuous professional development of contact centre professionals; to provide a forum for knowledge sharing and networking across

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Snowed under with calls over Christmas? There is a simple solution

Call Management/ November 14, 2014

The solution is outsourcing to a call centre. In essence it is all about increasing customer satisfaction levels. During the Christmas period customers tend to be under a certain amount of stress to complete shopping or dealing with unforeseen hitches. They do not want to be kept waiting when they call in with a query, emergency etc. Traditionally companies could

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The 360 Degree Customer Support Experience

Call Management/ November 8, 2014

There are so many different pieces in of customer service pie. It is not as simple as in-store interactions anymore. With the tremendous success eBusiness has had over the last decade also including applications such as click & collect becoming more popular, the customer has so many channels of interaction they can utilize. The modern day customer requires two different

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Call Management Halloween Party 2014

Call Management/ November 2, 2014

Call Managements annual Halloween party happened this month. It is an annual occasion for our staff to relax, get to know each other better and have fun. As with every year we encourage our employees to bring their little ones to partake in festive games such as bobbing for apples.

Ebola Call Centre Shows the Importance of Call Center Communication

Call Management/ October 30, 2014

The Ohio Department of Health has initiated a 24-hour-a-day call centre to answer questions regarding the Ebola virus. A call centre has also been set up in Indiana and in the western African country of Liberia. This raises the importance of a call centre as a hub for mass communication for emergency healthcare reporting. Ebola is understandably so frightening because

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