Negative comments on social media: 8 tips for staying positive
Back in the day ... when kids just played outside, you could smoke in the hospital and complaints just came in through the mail. Unfortunately, those days are over, customers just hurl their negative feedback on the worldwide web and publicly pillory you. How do you deal with negative comments on social media?
Interactive Voice Response (IVR): what is it and how does it work?
IVR is a technology that allows a computer to communicate with people through voice and keyboard input. IVR systems are used by organizations to automate customer interactions and save on customer service costs. In this blog, we'll explain what an IVR is and how to best use it for your business.
Oh no, you posted something on your social media channels and it falls completely the wrong way. You are going viral and not in the good way, the whole troll army is targeting you. Now what? Managing a social media crisis takes some skills, and in this blog we'll bring you up to speed.
Want to increase the engagement of your contact center agents and have run out of creative ideas? This is your lucky day! We have listed the funniest, most original and funniest contact center gamification ideas for you. Take advantage of it.
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These are the contact center trends for the coming years
The world is changing and because of covid it is all happening even faster than ever. We breathe digital and everything has to be fast, direct and personal. The digital evolution also means an evolution in communication technology and channels. What does that evolution look like? We have listed a number of contact center trends for you that will shape the digital communication landscape in the coming years.
Tell us honestly: what is the first thing you think of when you get a call from an unknown number? Unless you love surprises, chances are you won't pick up. And it's no different for most people. To increase your pickup rates from now on, we are now introducing Hiya software, which allows you to brand your outbound calls with your own logo and company name.
11 trends that’ll shape the customer experience in the coming years
Now that we're halfway through the year again, it's time to start thinking about the trends that will shape the customer experience in the coming years. Here are 11 customer experience trends we think will have a big impact.
The book Do call me - All building blocks for sustainable and successful telemarketing was recently published. In addition to the many insights, this book also contains the expert vision of Daniël Cools, co-founder, owner and CCO of Codelogic.
Tightness in the labor market? Look beyond your nose
"We are on hold at customer services more often and for longer periods of time" the NOS headlined recently. Research shows that the number of queues has increased by 20-30% in one year, partly due to tightness in the labor market. According to Daniel Cools - CCO at Steam-connect - it is rather easy to immediately reach for staff shortages.
This is how you monitor the performance of your call center
Without data you are nowhere and there is nothing to improve. Monitoring your call center performance is therefore one of your most important tasks. How do you make sure you have everything in a complete picture?