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Posts Tagged ‘agents’

Rewarding your agents at Christmas

November 18th, 2015

Tis the season to be jolly! But are all our employees are feeling the festive cheer? Back office staff often enjoy time out to hang Christmas decorations, gather for snacks of mince pies and gingerbread and discuss plans for the holiday season. In many contact centres, this relaxed joviality in the run up to Christmas is not applicable to agents as their workload increases and stress levels can run high.

As customer service agents are on the front line of our businesses, shouldn’t we be ensuring that they too are getting into the festive spirit? After all, a motivated and enthusiastic workforce is fundamental to the success of a business. Here are some simple and economical ways in which we can ensure that all our employees feel valued and happy in the run up to, and during, the Christmas period.

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Using CIM Systems for Regulatory Compliance

July 28th, 2015

The list of rules and regulations covering contact centre operations seems to be continually growing, with potentially significant fines for any breaches that occur. Scripting has a major part to play in ensuring that your agents not only act the right way and say the ‘right thing’, but also allows management to produce compliance reports that demonstrate that adherence is being achieved.

Retaining customers’ personal financial details safely and securely is an onerous task. The major credit card companies have become so concerned about credit card theft that they have produced an international standard (The Payment Card Industry Data Security Standard) that all organisations that handle credit card information must implement. This specification is complex (a 75-page requirements document and numerous supporting documents), and implementing it within the contact centre environment is a major project for any business.

While the Payment Card Industry (PCI) specifications are involved, Customer Interaction Management (CIM) systems can be used to help meet vital parts of these requirements.

This document presents an overview of the PCI standard and how modern CIM systems can be used to help achieve compliance.

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Help Contact Centre Agents Deliver the Results you Want!

July 22nd, 2015

Contact centre agents are often the first point of contact for customers. Therefore it is paramount to provide the correct training and tools so that agents can offer the best possible customer service. Here is how CallScripter can help you to do this:

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