Single Source of Truth: The Knowledge Management Technique

If we’ve learnt anything from working in and around contact centres, it is how much pride customer service consultants take in their work space. Visit any customer service contact centre and you will invariably find an array of accoutrements adorning each desk – sunny vacation snaps with loved ones, trinkets collected from holidays past, and [...]

By | March 29th, 2018|Customer Service, Management|

Can Customer Service staff work from home?

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 [...]

By | October 21st, 2015|Management|

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|