I just finished reading the top five things Customer Experience executives see as the most important to focus on in the next couple of years. Quite frankly, I disagree. Rather than focusing on buzzwords and trends, they need to remain focused on understanding that 75% of customer satisfaction comes from getting the right answer quickly [...]
We are devout followers of Seth Godin, who regularly posts brilliant blogs, and read his blog religiously. (//sethgodin.typepad.com/ in case you’d like to follow him yourself – recommended!) In his latest blog post, titled ‘Training and the infinite return on investment’ there were some key points about not underestimating the value of training staff. We [...]
Welcome on board, Gympie Regional Council! The team at Gympie Council went live in only three weeks. The project team were confident with livepro’s knowledge of the way Councils work, and were impressed that we were able to offer advice on best practice and the most effective way to use the system. With our expertise [...]
Last week, livepro hosted our second User Knowledge Forum for the year. We had a large number of our Melbourne customers in the room, including Jetstar, UniSuper, Victoria Teachers Mutual Bank, and even our very first customer - PowerCor! Our team were blown away by the collaboration in the room and the feedback they were [...]
1. Being on hold for too long. 2. Being transferred from agent to agent. 3. Speaking to an agent who has a zero care factor. 4. Not getting the answer they need quickly. 5. Speaking to a machine or an agent who sounds like a robot. 6. When they're frustrated with answering the same question [...]
Your Net Promoter Score (NPS) suffers every time you need to handover a call to another operator, or when the customer senses the agent they are talking to isn’t confident with the answer they provide. As a Contact Centre Manager you know many of your problems would be solved if only you had a team [...]
As a CEO of a large organisation I knew the work procedures we were using weren’t the most efficient. We had a really strong culture of following our mature set of procedures. What we didn’t have was a culture of enhancing those procedures. As a leader you know that if it isn’t improving, it must [...]
Why is it important for local government bodies to invest in delivering great customer service? When I look at customer service I consider three components: our people, our customers, and our business. The key to delivering excellent service is my staff. If my staff are well trained, passionate about what they do and have the [...]
We now have the technological means to allow Customer Service staff to work from home. It might sound like a bold idea, but hear it out. The emergence of cloud based telephony systems means we can serve customer enquiries directly to a Customer Service Rep’s (CSR) phone. We have a litany of measurement tools so [...]
Albert Einstein said: Never memorise something you can look up. If Einstein was kind enough to share this insight with us why haven’t we listened? So much staff training time, particularly in the induction phase is spent on Product and Process Knowledge - leaving little time to spend on the important softer skills training we [...]