Deciding on the most effective way to operate a call centre for your organisation is rarely a straightforward decision. There are many factors to consider, with each option having its own key benefits and challenges. At Impact, we are always speaking to businesses facing this...
Improving customer satisfaction is an effective way to earn and maintain long-term customer loyalty. For customers to return to your business time and again, they need to be satisfied by the experience that your business delivers – making it essential to business growth. While this...
Sales prospecting is often considered to be one of the most challenging aspects of sales. Identifying and contacting potential prospects with a view to converting them into customers, can be challenging. It requires a very specific skillset, exceptional knowledge and an emphatic approach. In this...
Call centre quality monitoring is key to ensuring that you consistently deliver a high level of service and maintain call centre agent/adviser standards. Achieving this on a small scale or for a short period of time can be relatively easy. However, delivering a quality service...
Artificial intelligence (AI) is set to play an ever-greater role in customer service. As the technology continues to advance, its potential to transform customer service delivery is becoming clearer. Although many consider these to be the early days of AI adoption, generative AI is beginning...
Call centre outsourcing is an effective way for a business to serve its customers through inbound and outbound channels. Outsourcing your sales calls provides an opportunity to increase the effectiveness of the interactions in a cost-effective way also benefiting from the skills and expertise that...
Artificial intelligence (AI) is developing at pace and is playing an ever-increasing role in businesses across a wide range of sectors. The call centre sector is also beginning to explore how AI can be harnessed to deliver exceptional service to customers and support their call...
Improving call handling efficiency has the potential to significantly enhance the effectiveness of your call centre. The benefits of improving efficiency are clear: the more efficient your call handling is, the greater the number of customers you can serve. This can help you to increase...
Re-engaging with existing customers is an effective way of increasing revenue without having to incur the often-significant costs that are associated with acquiring new customers. We explore how to best re-engage with existing customers within two key groups: those with an on-going need and existing...
Great communication plays an important role in every great customer experience. The benefits of maintaining great communication with customers are significant, from helping you delight and retain existing customers through to providing a differentiator that enables your business to stand out for all the right...