Two situations that customers hate over the phone - and how to fix it

From simple information requests to complaints, customers have a thousand reasons to call a company's contact centre. Many will choose the phone, rather than e-mail for example, because they see this channel as the fastest and most convenient way to get the information, the resolution, or the advice they desire. Nevertheless, there are two very common situations that all customers who call a contact centre hate above all else. We explore these below as well as our tips for eliminating, or at least minimising, these major irritants in your own contact centre.
 

read more

Can you repeat that? Five ways to combat common customer service complaints

The customer service department plays an integral role in the relationship between a brand and its customer. The customer advisor is tasked with assistance, whether that is answering a query or resolving a product complaint, requiring skill and sensitivity.

read more

Latest articles