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 [...]
Document Management Systems are designed to store your documents in one central location for staff to access. Invariably these documents are lengthy and written for procedural purposes. This isn’t conducive to finding an answer quickly, while a customer is waiting. Many studies have shown that customer satisfaction and retention deteriorates quickly as they are made to [...]
Datacom Australia and Datacom New Zealand became the latest additions to the livepro community this month. Kirsty Hunter, Managing Director at Datacom Connect, and livepro CEO, Brad Shaw, put the finishing touches to an agreement that will see Datacom contact centre staff delivering the perfect answer to all of their enquiries using livepro. “We’re really [...]