Contact Centres Uncensored with Shelley Flett and Simon Blair

In this episode of Contact Centres Uncensored Shelley Flett and Simon Blair explore what are the critical components to having effective conversations. At the top of the list is not talking over each other! In this episode of Contact Centres Uncensored Shelley Flett and Simon Blair discuss the components of a great call monitoring program. It’s not just about finding …

Customer retention starts with leadership!

When developing customer retention strategies some businesses focus on materialistic gestures and quick-fixes. Customers may be offered discounts, added features, or monetary compensation to stay. While these strategies are sometimes effective they?re not generally addressing the true reason behind the customers? desire to leave. Customers want more than a simple quick-fix, they want to feel heard, they want to see …