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Feeling out of touch with the office lingo? Don’t worry, we’ll translate… C.O.P What it means: Close of Play How to use it: “I’ll email those figures over to you before C.O.P today.” How not to use it: “I’ll email those figures over before C.O.P…because I’m the number police… I’m on the case.” *insert awkward chuckle*. Why [&helli
How do host the perfect interview, we hear you ask? Well, we’ll tell you… Prepare! Be sure to understand the position and job roles inside-out. Meet with stakeholders to discuss the various attributes and skills that the candidates must possess. This knowledge will inform your questions, so, once you have it, be sure to […]
Let’s start off with the basics… what is Tone of Voice? Tone of Voice is the distinct personality, style, or point of view of a piece of writing or any other creative work. The language/words used, brand purpose and selling points all inform your Tone of Voice. A set Tone of Voice creates a sense […]
After-call work (more popularly referred to as ACW, or alternatively, “wrap-up”) lets you know that the Customer Service Advisor is busy and removes them from the call/interaction cue. This is an essential element in any Customer Service Interaction. ACW provides the Customer Service Advisor with time to complete important interactions/notes; ensuring that they are not neglected […]
The world of Customer Service is constantly moving and evolving, but even so, there are standards and pillars of success that remain the same. Here are the 6 things you may be doing wrong. Are you guilty of any of these Customer Service blunders? If so, don’t panic, we’ll have you sorted in no time… […]