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Analyn Mendoza is now a member of Call Center Planet
47 minutes ago
Raj Wadhwani posted a status
Tip of the Day: Check Your Number

Ever been in a contact center where the calls don’t come in when they are supposed to? When your company sends out information packs, make sure someone checks the telephone number or even that there is one! We once came across a major UK bank who sent out a letter with a telephone number that was a ‘dead line’ and we came across a major US bank who sent a letter asking you to call them but with no telephone number! Simple checks are vital otherwise you could be seriously damaging your brand! ContactCenterWorld.com

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12 hours ago
Cliff Lapitan is now a member of Call Center Planet
yesterday
Raj Wadhwani posted a status
Tip of the Day: Cancel Training At Your Peril

When you plan training for your agents, team leaders or managers, make sure that the time for training is adhered to – even when it’s busy! All too often training gets cancelled at the last minute because of call volumes. By constantly cancelling training, staff can become de-motivated, quality of call handling does not improve and consequently customer dissatisfaction may go up, staff turnover may go up, etc. Have an agreement with senior management that when training IS PLANNED it HAPPENS no matter what the operational challenges. The day you and your company adhere to this, things will start to get better! ContactCenterWorld.com


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yesterday
Kianver Landel Oya is now a member of Call Center Planet
Saturday
Mahnoor C4switch posted a status
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Friday
Raj Wadhwani posted a status
Tip of the Day: Power Hour

If you have sales reps/agents, give each one a power hour, during which they are not allowed to talk to colleagues (unless absolutely necessary). They have to spend as much time as possible talking to customers - don't allow anyone to interrupt them and have everyone in the team do one power hour per day each. R. Deathridge


https://www.contactcenterworld.com/tips.aspx?id=2526c859393e4fbca11...

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Friday
Jhuhanne Mae Gesang is now a member of Call Center Planet
Friday
Abegail Monte is now a member of Call Center Planet
Thursday
Raj Wadhwani posted a status
Tip of the Day: Customer Satisfaction

Do you measure customer satisfaction? Do you ask callers to your center what they think of your service and how it can be improved? Do you then listen to their feedback? Some of you do, others don’t and there’s a few of you who may think you may be, to coin a phrase, ‘opening a can of worms’. The truth is, every contact center should measure customer satisfaction to ensure your customers are getting what they want. Otherwise they won’t be customers for long! Be warned, if you do ask for feedback, listen, learn and act upon it – don’t defend or do nothing about it otherwise it’s a waste of time and effort – at least that’s what your customers will believe. ContactCenterWorld.com


https://www.contactcenterworld.com/tips.aspx?id=c1ced709a48b4e7ebcf...

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Thursday
Mahnoor C4switch posted a status
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May 11
Raj Wadhwani posted a status
Tip of the Day: SWAT Team

We all know that many inbound contact centers suffer from peaks in call traffic throughout the day; however managing them can be difficult. Some contact centers have developed SWAT teams who are made up of colleagues in other departments trained to a good standard who can take calls when it gets busy – we don’t mean just message takers as this can be frustrating to the caller. Take time to train the SWAT team to a good standard, chances are you will need their on-going support and they will help you manage your service standards! ContactCenterWorld.com



https://www.contactcenterworld.com/tips.aspx?id=877d5fd885884cbbad1...

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May 11
maleeyah mena and Ma.Victoria Embernate joined Call Center Planet
May 11
Raj Wadhwani posted a status
Tip of the Day: Technology

Using the correct contact center technology is essential, however sometimes technology can be introduced because of its perceived benefits to an organisation without thorough investigation. When considering new technology ask yourself the following questions – will the introduction of new technology: Save money and if so how do we prove this? Improve our service to our customers and if so how? Be noticed by our customers and if so will they like it? These are 3 of the key questions we should ask ourselves and also make sure we know who else is using the technology and what results they get. ContactCenterWorld.com



https://www.contactcenterworld.com/tips.aspx?id=9b9e69ce09d14e9ba9e...

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May 10
Mahnoor C4switch posted a status
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May 10
Alexander Velasco Gomez and Paw Cid joined Call Center Planet
May 10
Raj Wadhwani posted a status
Tip of the Day: Managing Change

The contact center environment is constantly changing, particularly with the introduction of new technology. To ensure that people embrace change and remain motivated, focus on getting them future-oriented. Tell them what it means for the business and for them. Promote 2-way dialogue and be generous with your feedback by communicating progress positively - it will virtually guarantee you maintain momentum towards meeting your end goal. ContactCenterWorld.com



https://www.contactcenterworld.com/tips.aspx?id=cd01c9c1c3a34907a65...

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May 9
Fhel Angel Villa is now a member of Call Center Planet
May 8
Therese Noelette Reyes is now a member of Call Center Planet
May 7
Leo Cid and Jocelyn Tolentino Mesdina joined Call Center Planet
May 6
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