Sockie Social Media Awards 2017

Silvia Planella/ May 30, 2017

Last Thursday (May 25th) Arema Connect was chosen by our client, one of Irelands largest retail franchises, to represent our contact centre at the Sockie awards. We monitor this client’s social media 7 days a week as part of our Omni-channel customer service and it was a great honour to be invited to the event, which took place in the

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CCMA Annual Conference 2017

Silvia Planella/ May 29, 2017

Where is the Irish Contact Centre leading to? On the 25th of May, the Irish Customer Contact Management Association (CCMA) hosted its annual conference in Naas (Co. Kildare, Dublin). The event brought together the Irish contact centre community and provided an arena to discuss contact centre metrics, new and existing customer experience strategies and the latest sector opportunities. Speakers included

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New Contract: Critical Incident Management

Silvia Planella/ May 26, 2017

Outsourcing for first time can be challenging for many companies; however, once you find the right partner it is easier to see its benefits. Companies may decide to outsource a small portion of their business and, as their sales and operations grow, they decide to grow them in partnership. One of our clients is a good example of this approach.

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Why and What should you teach to your call centre?

Silvia Planella/ May 23, 2017

Congratulations! You are considering outsourcing to a call centre, or you have decided to outsource to one. That’s the right direction to grow your business. If it is the first time outsourcing, try to keep your anxiety levels to a minimum. Overall, remember that call centres have existed for many decades. Now, it is time to concentrate all your efforts

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Online Retail: Telephone Answering service for a gift card company

Silvia Planella/ May 16, 2017

Case Study: 24 by 7 Telephone Answering Service for e-commerce Our client provides prepaid gift card products that can be used to purchase items like a debit card. The gift cards can be purchased by individual customers and by organizations using our client’s website and they can be used in a large network of high street and online retail shops. Description

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Enterprise Ireland Event – Ambition: North America

Silvia Planella/ May 12, 2017

From Ireland to USA with love… Arema Connect’s USA journey! Ambition is defined as the ‘desire and determination to achieve success’ and to create successful partnerships is one of our key motivators at Arema Connect. On the 11th of May, Enterprise Ireland organized an event “Ambition: North America” at the Aviva Stadium (Dublin, Ireland). As part of Arema Connect’s “exporting

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Effective ways to build rapport with customers

Silvia Planella/ May 4, 2017

Building rapport over the phone with customers can be difficult. An experienced customer service agent knows it’s all about your tone of voice, having a genuine interest in a customer query and empathising with the customer. Here are some tips to increase customer satisfaction levels. Smile Research indicated that customers can differentiate between different vocal intonations. Smiling affects how you

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Arema Connect’s Alzheimer’s Tea Day

Silvia Planella/ May 2, 2017

Arema Connect’s Alzheimer’s Tea Day May the 4th is Alzheimer’s Tea Day and Arema Connect is hosting its own Tea Party on the 5th of May to support this worthy cause. On a yearly basis, our team takes part in the national event organised by The Alzheimer Society of Ireland. Last year Alzheimer’s Tea Day raised €470,000 and we are

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