jaz.wellington

  • Attitudes are contagious, so what are you spreading?

    We might be leaving the flu season behind but there is something that can be even more contagious and destructive that can’t be prevented by a shot in the arm – a bad mood.   We’ve all had those days, the traffic is heavy, you’re super late and you’ve missed your morning coffee. You’re grumpy […]

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  • Effort Over Talent

    We’ve all seen those glorified talent shows on TV, the ones who pit performers against one another for weeks on end before ultimately deciding to give the prize to the naturally gifted little girl with the angel voice. With the amount of praise society lumps on the naturally talented you might start to think a […]

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  • Customer service is a feeling not an action

    When a caller comes through it goes without saying that they can’t see our face, they can’t read our expressions and they can’t monitor our body language. They have only our tone to go off, our inflection and perhaps most importantly, the words of our carefully crafted scripts. Our agents might know those scripts off […]

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  • Are you killing your own industry?

    Who remembers video stores? How about going to Sounds to buy a CD? When you think about it, these times weren’t really very long ago, but when you take a look at VHS’s or CD’s along the technology timeline, it may as well have been in another century. Some people say contact centres are going […]

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  • Quality Assurance, here to help, not hinder.

    Have you ever called a call centre only to be greeted by a recording informing you that your call will be recorded for training purposes? The first time I heard this I was taken aback. My first thought was that the recording would be played in some kind of classroom set up as an example […]

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  • How to say no while still saying yes

    When  a customer calls us it’s because they need something. They want to reset a password, pay an account or just ask a question. So in this case the old adage “the customer is always right”  doesn’t quite fit. If they really were always right and knew everything they could do these things themselves without […]

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  • Patience – An agent’s responsibility

    Patience, not all callers have it. They want everything and they want you to give it to them right now or else your NPS score will be terrible.  The customer’s time is precious, we know this, but ours is too right? We have average call times to worry about, people waiting in queue and surveys […]

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  • Is a robot after your Job?

    How many people saw that video online about the robot that could hold a conversation with a human? She looked like a woman, had mannerisms, thought about her answers and even blinked. The video went viral and was even on 20/20 but obviously not enough people were paying attention to realise we need to destroy […]

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  • Sister Companies – Not Twins

    Do you ever go clothes shopping and the person in the store will just not leave you alone?  They want to show you every item in the store, help you try things on and pretend to be interested in your whole life story.  Then in the very next store the person behind the counter might […]

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