Articles with 'self service' - CX Central

December 2, 2021

Stop karate chopping your customers

Stop karate chopping your customers

January 30, 2017 Last Updated: December 25, 2019
Daniel Ord

Karate Chopping your customers is when you push someone to self-service without offering to help first – it’s poor form as Daniel Ord explains.

Using a virtual assistant to improve self-service

How the Australian Tax Office is using a virtual assistant to improve self-service

December 9, 2016 Last Updated: November 18, 2019
CX Central

The ATO has released some data revealing how their use of a virtual assistant to improve self-service has reduced the load on the call centre channel.

How Facebook Messenger is impacted call centres

How Facebook Messenger and chatbots are changing customer service

April 15, 2016 Last Updated: November 17, 2019
Justin Tippett

We explore how Facebook Messenger and chatbots are impacting call centres with more automation reducing the needs for a live call centre agent. With Facebook now launching their Chatbot service expect this to escalate rapidly.

The top five Customer Experience trends for 2016

January 29, 2016 Last Updated: January 20, 2020
2015 Contact Centre Trends

May 11, 2015 Last Updated: January 20, 2020
20 Great tips for successful customer surveys

June 14, 2017 Last Updated: March 10, 2020

Team Leader Job Description

November 2, 2021
Setting KPIs for Call Centre Team Leaders

October 7, 2021
Coachable Call Structure

September 18, 2021 Last Updated: November 12, 2021

Tips on how to manage angry customers

How to manage angry customers

May 3, 2018 Last Updated: June 21, 2021

If you work in a call centre or customer service these expert tips will help you to manage angry customers and get the conversation back on track.

how to engage call centre staff - best practice tips!

Best Practice Tips to Engage Call Centre Staff

September 19, 2016 Last Updated: June 21, 2021

We share 13 expert tips on how to engage call centre staff that involves more than just movie tickets and free fruit platters.

The 15 best things about working in a call centre

The 15 best things about working in a call centre

May 17, 2016 Last Updated: June 21, 2021

We think working in a call centre gets a bad wrap so we reveal the 15 best things about working in a call centre and why it’s a great career choice.

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