Contact Centre Training: Social Media Customer Service
With more businesses operating online, social media is a critical tool for delivering great customer service. This course will prepare…
With more businesses operating online, social media is a critical tool for delivering great customer service. This course will prepare…
Effective coaching has been shown to improve performance by 84% and make staff twice as likely to stay with…
Effective and ongoing performance management of your team is critical, particularly now it’s become even more challenging with the advent…
We can all write – but if you want to learn to write to customers, and colleagues, in a way…
Managing people in an environment as fast-paced as a contact centre means multi-tasking and constantly rising to challenges, whether…
It’s one of the most common reasons leaders don’t delegate complex work to their teams: “They don’t think strategically…
Most organisations are on a constant journey of change and transformation. To stay relevant in a changing world and…
The way you respond to complaints is crucial. Sound too corporate and they can escalate and become impossible to…
Managing people in an environment as fast-paced as a contact centre means multi-tasking and constantly rising to challenges, whether you’re…
Employers are stepping up as 53% of contact centre agents report symptoms of stress according to reaearch from the CCMA…
Multilingual contact centres facing challenges recruiting language capabilities – Research released today by the CCMA (Call Centre Management Association) highlights…
Understanding what contact centre customers really think – A CCMA research paper sponsored by Odigo How should contact centres respond…
35.7 million Brits don’t think utilities companies have their best interests at heart Less than one in five (19%) British…
Despite the immense value that contact centres bring to organisations through their understanding of, and engagement with customers, the financial…
What is the health of your contact centre operation? Are you fighting fit and ready for the challenges ahead? As…
Does your team have the right skillset to deliver great customer service via social media? CCMA Contact Centre Training This…
If you can provide a high quality customer experience in your customers native language through all channels, you would see…
CCMA research reveals impact of cost of living crisis on contact centres The cost of living crisis is driving up…
Everyone talks about innovation in the contact centre, but what exactly is this? What are the benefits of innovation in…