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Tag Archives: Customer Relationship Management
Improving empathy in the call centre
Blake is a premium contact centre specialising in debt collection, and as such, having call centre agents who are able to demonstrate empathy is an important factor in maintaining good customer relationships. So what role does empathy play? Continue reading
Posted in Call Center
Tagged Blake, Call Center, Call Centre, Collections, Contact Centre, Customer Relationship Management, debt, debt collection, Training
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The Quality Management Process
At Blake and Associates we strive to keep our finger on the pulse with regards to customer related trends as well as maintain high standards of quality and consistency in our call centers. This is achieved via a quality management lifecycle process. Continue reading
Finding the sweet spot
Tracey Swart banks on her people skills to manage relationships with clients and colleagues. Continue reading
Managing your customer’s life cycle
Blake is an inbound and outbound contact centre, with a cradle to grave Customer Lifecycle Management approach. Blake’s services include: Initiation outbound sales inbound sales up selling targeted campaigns cross selling campaigns Retention loyalty programmes customer retention campaigns back office processing … Continue reading
Looking for a business process outsourcing leader?
Blake’s vision is to be the premier provider of contact centre solutions in the Customer Lifecycle Management arena. Blake leverages unique people, technology and business intelligence to enhance CLM strategies with tailored value propositions. Blake was established in 1990, now … Continue reading
Christmas with our Sales and Client Relationships Director
Congratulations to Tracey Swart, recently appointed to the Blake & Associates (Pty) Ltd Board of Directors. Tracey is our Sales and Client Relationships Director. At this festive time of year, we get to know Tracey better through a feature article … Continue reading
Liberating Staff for Success
In ‘Freedom, Inc.‘ Brian M. Carney (a member of The Wall Street Journal’s editorial board) and Isaac Getz focus on the corporation, where a rigid, top-down management style too often makes workers miserable, stifles innovation and, not least, leads to … Continue reading
Blake gets social
Sometime in the past two years, the wireless industry decided that social networking could be a killer feature for mobile phones. Facebook has been happy to oblige, with 65 million people already regularly using mobile devices to access Facebook, making … Continue reading
I want to talk to a Human!
Research shows that consumers still demand interaction with real people. Companies which fail to provide telephone interaction, risk alienating customers, according to research commissioned by Invomo. The research findings suggest nearly 40% of customers insist on purchasing by telephone rather … Continue reading
New Manager for Blake Botswana
Blake congratulates George du Toit on his appointment as Manager of Blake Botswana. George is a team player, is always willing to listen and welcomes advice and comment, in order to deliver a high level of customer service. “I see … Continue reading
Posted in Call Center
Tagged Blake, Call Center, Call Centre, Contact Center, Contact Centre, Customer Relationship Management
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