Why leave them waiting? If your customers are phoning you, texting you, mailing you and some have even gone to the lengths of visiting you and are standing there looking at you, then it is a fair bet that they want something. Rule 1 is to prioritise the work, but prioritising it isn’t enough, you can […]
A Stitch in Time…
Running a customer service centre is hard It is a constant battle, trying to minimise cost and maximise customer service. But we all know the game, we get employed to play it: Squeeze your head count down as far as you dare Ride the variations in customer demand Manage the backlog Set up a turnaround […]
Call Centre Metrics the Zappos Way
This is a guest post by Ashley Furness Zappos is renowned worldwide as a standout performer in customer service, partially for the e-retailer’s unique approach to customer performance and productivity management. Zappos invests in its call centres, seeing them not as cost, but as an opportunity to market. Recently, I sat down with the company’s […]
Call Centre Forecasts: Don’t Waste Your Time
Every call centre has them; bad days. Call volumes are higher than expected and staff don’t show up. The result is a mile long queue of frustrated customers; a group of deeply fed up agents and a set of supervisors running around futilely trying to “manage” the situation. A bad day. The post-mortem If the […]
The Worst Thing That Can Happen in a Call Centre
How bad can a day in a service centre get? Let’s be honest, nobody is going to die, not unless they are spectacularly unlucky and trip over a trailing cable What does a bad day look like? A bad day looks like this: Your colleagues in Marketing or IT or Pricing do something stupid to […]