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Tag Archives: Customer Relationship Management
40% of callers avoid speech systems wherever possible
Many consumers avoid using speech automated systems when calling customer call centres and prefer to use the Internet as their first port of call. In fact, one-third of consumers surveyed struggle to see any benefits to using an automated contact … Continue reading
What is Customer Experience Management (CEM)?
Within the business world, one thing constantly under debate is how to acquire, retain and support customers. Here are some ‘definitions’ of “Customer Experience Management (CEM)”: having a 360-degree view of customers to support marketing and sales decisions business process … Continue reading
Manage the customer life-cycle
Blake is committed to proactive customer lifecycle management. Through effective data analysis, customer issues can often be identified and nipped in the bud before they ever become problems. Common trends can be identified, such as customers calling with a particular … Continue reading
Caring to Win – focus on your customers
The secret to finding continued opportunity and growth is in caring for a precious asset your organisation already has: your customers. Customer focus impacts upon a business’s processes, culture and technology. The goal is not only to deliver a more satisfying … Continue reading
Top tips for building rapport on the telephone
Good rapport means creating a ‘state’ where all parties converse freely and comfortably, making the time you spend with your caller more enjoyable. Here are some tips for creating good rapport. Open the call with a smile A ‘smiling voice’ … Continue reading
Posted in Call Center
Tagged Blake, Contact Centre, Customer Relationship Management
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