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Industry News

From Call Centre Helper

The UK's most popular call centre magazine
Customer Service Training There is an old customer service saying that has to do with whenever someone disagrees with a customer: You’re not trying to win an argument. You’re trying to win a customer. You really can’t win an argument […]
These lesser-known uses of scripting may just challenge everything you thought you knew about scripting tools and customer service. 1. De-skill first-line support and reduce the risk of human error A scripting tool can help an organisation de-skill its first-line […]
Here are some great ideas we picked up on our visit to Skipton Building Society’s contact centre in Yorkshire. 1. Free thank you cards make it easy for agents to show their appreciation Put stacks of free thank you cards […]