Bloody Marketing!

The expression ‘bloody marketing’ is often heard when unexpected call volumes start flooding into the call centre.

We’d hate to blame the marketing department, but……

“Oh yeah, we sent out a Direct Mail piece to our entire customer database just to let them know about a product update.  We really didn’t think it would have any impact on call volumes…”.

Of course, in any well-oiled business, the Marketing team would have been working with the contact centre to finalise the communication and ensure that the distribution of any marketing content is planned well in advance to ensure the appropriate staffing levels have been rostered.

Not sure how many staff you need to handle extra volumes?

You need an Erlang C Calculator – you can download ours right here.

Upcoming Industry Events:


Customer Service Emails – Dec 2020

$397
Scheduled
Event Organiser:
CX Skills
Zoom

The December 2020 Customer service emails training course is designed to equip frontline correspondence Team Members and their direct Team Managers with the knowledge and skills needed to effectively (with style) and efficiently (with a focus on reducing unnecessary repeat contacts) better manage complaints and enquiries received via emails.

Workforce Management Essentials

$3800
Scheduled
Event Organiser:
Auscontact
Virtual/Online

This 3-day course is designed to teach you the foundations of good Workforce Management principles (WFM), and how to implement them in your own business.

The Heart and Mind of a Winning CX Culture

Free
Scheduled
Event Organiser:
Auscontact
Virtual/Online

In this free webinar, Australia's leading customer service expert Jacquie Scammell provides some tips and insight into how to create a winning CX culture in your business.

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