Why are we still spending so much time training Customer Service staff to memorise information?

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 [...]

By | September 28th, 2015|Management|

The simple reasons Document Management systems don’t work well in Customer Service environments

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 [...]

By | September 17th, 2015|Uncategorised|

Welcoming Datacom as our newest client!

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 [...]

By | September 8th, 2015|Announcements|