6 ways to improve your online reputation
In this fast-paced, online world, reputation management has become a must. But what is it and how do you deploy it properly? We update you.
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?
7 ways to lower abandon rate in your call center
A high abandon rate rate is a sign that your call center processes are not in order. We give you tips to lower this percentage.
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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.
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Managing a social media crisis in 9 simple steps
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.
Measuring customer satisfaction: complete guide + best practices
Customer satisfaction is one of the most distinguishing factors today, so to know if you are doing it right, you need to measure customer satisfaction. You can read how that works in this blog.
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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.
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New: branded outbound calling with Hiya
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.
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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.
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“Predictive dialing should be banned!”
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.
4 ways to lower your call center costs
It sounds like the golden egg: reducing your call center costs. Still, there are always things that can be done smarter, especially when you use technology. We'll give you some tips.
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.
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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?
