Blog

Posted at 13 June 2021

5 rules for using the client name during a call (google translate from Portuguese)

In this article, we've discussed the importance of using the name properly when talking to the customer on the phone. 1. Our name must be clearly presented at the beginning of the call. We never ask for a name without giving our own name. This applies whether you are making or receiving a call. We ask the customer for the name right after we provide our own name. It makes no sense to ask for it in the middle or at the end ... Read More Posted at 7 June 2021

Telework and the pandemic (translated from Portuguese through Google translate)

How have the pandemic and telework changed the relationship between companies and their customers? Well, this question alone would be enough to write a real encyclopedia. To simplify, I would say that, in a first phase, companies and customers came together in a movement “we are all in the same boat”. People became much more understanding even in their relationship with companies, given the difficulty of delivery they were u... Read More Posted at 5 June 2021

20 tips to create an incentive scheme - tips 11 to 20 (GOOGLE TRANSLATE FROM PORTUGUESE)

Setting goals for awarding teams is a highly sensitive topic If they are done well and – just as importantly – if they are well communicated, we can make them an incredible engine for productivity and quality of work. If they are poorly designed, we run serious risks of having high demotivation. It's worse to have a poorly set up incentive system than simply having nothing and letting people do their jobs without that stimulus... Read More Posted at 9 May 2021

20 tips for your incentives scheme - tips 1 to 10 (google translate from Portuguese)

20 tips for an effective reward system Setting goals for awarding prizes to teams is a highly sensitive topic If they are done well and - just as importantly - if they are well communicated, we can make them an incredible driver for productivity and quality of work. If they are poorly designed, we run a serious risk of high demotivation. It is worse to have a poorly built incentive system than to have nothing at all and let... Read More Posted at 3 March 2021

Contact Center team motivation (google translated from Portuguese)

I am not going to spend characters here explaining the need to have a motivated team in a Contact Center. I assume that whoever is reading this article already takes that data for granted. If you're still not convinced, order and read “The Customer Comes Second” by Hal Rosenbluth (Harper Business), “The Carrot Principle” by Adrian Gostick (Casa das Letras), or one of the many publications by Brad Cleveland, from International ... Read More Posted at 3 March 2021

The difference between being a boss and a leader in times of Covid-19 (Published in Essential Business July Sept 2020)

The difference between being a boss and a leader in times of Covid-19 Challenging times reveal true leaders and unmasks those who have disguised themselves well. Just ask the many company employees that are teleworking right now who are more often than not sharing confined spaces at home with their children, who are doing online lessons and have family members in risk groups, but are not feeling like they are getting any su... Read More Posted at 3 March 2021

Employment of people with disabilities in Contact Center. Do you know what's coming? (CXBlog, translated from Portuguese by google translate)

Then you got another article on CXBlog. So what is it going to be about this time? Employment of people with disabilities in Contact Center. This is very beautiful, yes sir. It is not because it is beautiful. Simply now is the time. Why should it be now, Manel? In October this year, 2018, Parliament passed legislation that aims to impose employment quotas for people with disabilities. Legislation with this obje... Read More Posted at 3 March 2021

Does a back-office still make sense? (CXBlog - google translate from Portuguese)

A good few years ago, almost all Contact Centers had a front-office and a back-office, with a relatively simple distinction between one and the other - the front-office answered or made calls, and interacted directly with the customer. The back-office did not deal with the customer directly, and was responsible for the most complex processes, which the front-line operator was unable to or had no tools to resolve. The responsi... Read More Posted at 3 March 2021

How to measure the workers turnover and understand reasons for the exit (CXBlog - google translate from Portuguese)

1. HOW TO MEASURE ROTATION As an auditor, I found numerous formulas used to measure employee turnover, with very different results. As an example, the person in charge of an operation considered to have a turnover of less than 5% because the number of employees throughout the year did not vary significantly. They simply did not include the entry and exit of employees in the formula, which were very high. However, turnover ca... Read More Posted at 2 March 2021

Dial 9 (published at Diário de Notícias, 09.01.2019. Google translate from Portuguese)

We have all received unwanted contact where they try to sell us something with a mechanized and persistent discourse. Or we were attended to by someone who didn't seem to know what he was doing. Worse still - we despair with incomprehensible menus: dial 1 for this, dial 2 for that, when we only hope to know if it is 0 or 9 to talk to the human being. And who works there? Because of the way they sometimes treat us, we ... Read More