Articles with 'self service'

April 27, 2024

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.

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

December 9, 2016 Last Updated: November 18, 2019
Justin

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.

What Call Centre Metrics and KPIs should you use?

October 4, 2018 Last Updated: September 12, 2021

Discover the top 10 call centre metrics & KPIs used today by managers including why, how they work and what to look out for.
Why the AHT metric should be extinct

November 9, 2016 Last Updated: June 30, 2023

With changes to the way contact centres operate and a higher focus on quality, its about time you stop using the AHT metric for call centre agents.

The 5 traits of emerging leaders

January 30, 2015 Last Updated: July 15, 2020
Tips for coaching call centre agents

January 29, 2015 Last Updated: July 15, 2020
Quick 5 step guide to how to provide feedback to employees

February 22, 2018 Last Updated: July 22, 2021

3 Tips on how to re-engage call centre employees

August 20, 2015 Last Updated: July 12, 2020
4 Team Building Ideas for Call Centres

August 11, 2018 Last Updated: July 15, 2021
5 Tips to improve staff and customer engagement

December 3, 2014 Last Updated: November 30, 2019

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