Maciej Krol
Call center systems in the digital cloud, which were a novelty only a few years ago, have now become a standard solution. Cloud-based solutions open up new possibilities and drive down costs. How to use them?
Włodzimierz Sumiński
Any company offering telephone customer service or telephone selling should consider recording its telephone conversations with customers. Appropriate use of the recordings will not only drive business profits but also improve customer satisfaction.
Cezary Małuj
Omni-channel retailing, i.e. enabling customers to communicate with a company via different channels and allowing smooth transfer between them, is the next stage, after multi-channel communication, of developing customer service. Is your company already prepared for the omni-channel approach?
Włodzimierz Sumiński
Routing of incoming calls and redirecting them automatically to appropriate departments are today’s basis for efficient customer service. Thanks to special solutions, the major customers are served immediately, difficult problems are forwarded to the most competent agents straight away, and external consultants engage to provide support in case of long queues.
Maciej Krol
A few customers telephone a company at the same time, which completely prevents others from making a connection. On top of that, other customers ask questions on the chat, and there are e-mails and website contact forms to be answered… Who to serve first? And who should serve them? The routing function provides a solution here. Routing was first used for managing telephone calls, therefore it is quite often referred to as ‘call routing’. Explained below are the routing principles, […]
Maciej Krol
Measuring the quality and efficiency of work of individual consultants, their teams and entire departments of call center is necessary if the company seeks to continuously improve, or at least maintain, the reached level of effectiveness. Which indicators are most commonly used in telephone communication with customers?