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Help Desk Software Tips
- Recruiting? – Consult Your Agents May 26, 2019Next time you are planning to recruit some additional agents, ask your existing agents what they would look for if they were the ones recruiting other agents. Sometimes you can pick up things you were not aware of and getting an agents perspective is valuable in understanding how they see the contact center. It also […]
- Product Return Calls May 25, 2019If your company offers customers a facility to call up and request collection of an unwanted product, train your agents in all aspects of customer care and sales. Here’s why. It could be a product, which is faulty and maybe this has upset the customer in which case care is needed. Or it could be […]
- Consider The Cell Phone User! May 24, 2019If you are developing customer self-service applications using interactive voice response, test the applications using a cell phone. Use # to acknowledge completion of an entry, and add a 1 ½ second pause before the next prompt - the time needed for a cell phone user to put the phone back to the ear. -Bernard […]
- Back-up Plan May 23, 2019Do you have a complete action plan in the event of failures with systems, etc. in your center? Sometimes these can occur during the night when you have few staff available to help with problems. The last thing you want to do is start hunting for contact numbers, etc. to find out what to do. […]