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Archive for July, 2015

Optimising Downtime

July 30th, 2015

For many businesses, August is a quiet month when staff and clients are off on their holidays. You may find that projects slow down, and the workload drops. Having downtime within any company is a rarity. Rather than viewing it as an unwelcome lull, why not use it to your advantage?

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Contingency Planning

July 30th, 2015

What is Contingency Planning and why is it Important?

Contingency planning is a course of action formulated for dealing with a situation that is unexpected. A contingency plan could be a response to a crisis, emergency or change of situation, a ‘Plan B’ if the original plan did not go as anticipated or even planning for holidays and sickness. Circumstances can change rapidly, and a swift response is essential to limit damage or losses to the business.

Where do I start?

Key points to remember when thinking about contingency plans are:

  • Staff can be reluctant to making a Plan B as they have an emotional investment in Plan A, especially if they initially developed it.
  • Plan B should be a properly though out process. If you are planning for it, there is the possibility using it. Therefore is must be feasible.
  • The probability of a crisis occurring can be small, and therefore contingency planning gets side-lined. It is challenging to allow time for contingency planning, but in the long run, it could save your organisation from potentially devastating consequences.

To overcome this, the importance of contingency plans and the reasoning behind having them should be communicated clearly to everyone in the business.

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Customer Interaction Best Practices

July 30th, 2015

It is becoming increasingly important that customers end a call to a contact centre on a positive note. Today’s extensive social media channels provide customers with a platform where they can instantly share their experiences, and 91.5% are unlikely to recommend a company after a negative customer service experience, as reported by Customer Service Manager.

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Maximising Scripting Campaigns

July 30th, 2015

Modern communication takes a variation of forms such as texting, calling, writing, emailing. It can be difficult to convey messages or intent accurately when using and blending these different methods. The language, terminology, slang and accompanying gesticulation could be misinterpreted. By analysing the differences between the written and spoken word, we are able to identify where scripts can lose their impact or direction in transition.

The spoken word is largely an informal method of communication. Most of us do it continuously throughout our average day and don’t always think too carefully about what we are saying or how we are saying it. When speaking face to face or on the phone, we can use tone of voice to emphasize parts of our speech and define the meaning behind our words. We are able to add to the conversation immediately. This can be beneficial when there has been a misunderstanding or

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The Big Question

July 29th, 2015

By Rachael Drouet – Training and Education Manager at CallScripter

The big question can mean many things, depending on who you are, your status or position, or where you are in your life. The tricky big questions:

  • Will you marry me?
  • Why did you lose your job?
  • Will I get better?

As well as the simple, but equally important big questions:

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