Why blaming your agents for call center breaches will not help

Whilst it’s commonly understood that the greatest risk of a breach comes from the employee, blaming your agents is never the right route to take. Call center agents are human. They are careless, Read more

Giving customers a seamless experience is the rule

Enhancing the client experience is by giving customers a seamless experience is Read more

2: Put yourself in the shoes of your customer

It is the customer experience that determines whether or not you will attract and retain customers. So how easy is it for people to do Read more

Build a customer experience strategy that fulfils customer experience

So we start by saying, examine Business mission, vision & processes properly build a customer experience strategy that fulfils customer

Read more

Your personality is your business card

This reminds me of the popular quote by Maya Angelou, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Read more

Don’t get angry, even if the customer is

No, you don’t have to get angry when the customer is angry. We all know that, talking with a customer on the phone can often be a difficult task.  Without seeing an individual’s face, Read more

Things not to say to customers/clients

Gone are the days where customer transactions only transpire in person or over the phone. These days, the modern customer expects help on their terms — whether that be via social Read more

Wish to Strengthen Knowledge Management?

To start with, are you aware that, knowledge management for customer service has always been a difficult proposition?  It’s

Read more

Go the extra mile to connect with your customer

Do you know there are several ways of connecting closely with your customers? First you have Read more

Don’t Stop When You’re Tired. Stop When You’re Done.

Sometimes courage is the quiet voice at the end of the day saying: Don’t stop when you’re tired. Read more