Author Archives: Jasveer Matharu

Posts For ‘Jasveer Matharu’

8 Questions you should ask your WFM vendor

Workforce management (WFM) technology provides the necessary means to maintain a productive and skilled workforce. Having the right resource, in the right place, at the right time is vital in ensuring your organisation builds a reputable and positive customer experience. … Continue reading

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8 Questions you should be asking your call recording systems vendor

Thinking of buying a call recording solution? If so, there are a number of factors you will need to take into consideration prior implementation, to ensure you are making the right choice for your business and choosing the software that … Continue reading

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Gamification – To Gamify or Not to Gamify

INCREASE MOTIVATION AND DRIVE PERFORMANCE WITHIN YOUR TEAM. Keeping staff engaged at all times, or even for good part of the working day can be challenging, especially in the contact centre environment, where tasks are repetitive and the day is … Continue reading

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3 Ways Workforce Management Can Improve Policing Efficiency

Police force command and control and contact centres operate in a highly pressurised environment where having the right amount of staff in place to handle inbound emergency calls is critical. Over the years police forces have excelled in benchmarking how … Continue reading

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7 Social Media Customer Service replies that will make you LOL

We have all heard it a million times before, customer service is extremely important. The better your service, the higher your chance of acquiring and retaining customers. The power of social media lies in its ability to offer brands the … Continue reading

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Building an emotional connection with the customer

The most successful organisations recognise the importance of establishing a strong emotional connection with their customer, in order to acquire and retain customers over time. It is the overall customer experience with an organisation that evokes the perception of value … Continue reading

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Improving call handling is the key to success in the hotel industry

The UK Hotel industry is highly competitive with customer service being a key differentiator. When executed well it can mean the difference between star ratings and ultimately lead to improved occupancy rates. An often overlooked point but worth mentioning – … Continue reading

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Drive your taxi bookings up with a simple call recording solution

The taxi and private vehicle hire sector, like most other service-based industries is under increasing pressure to remain competitive and secure bookings, win council and corporate contracts and cultivate repeat bookings to help ensure long term survival. Additional pressures are … Continue reading

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5 ways call recording can give schools A* efficiency

The main focus of every school is the pupils. Quite rightly. But every good school knows it’s also important to keep an honest, open and positive relationship with parents. Call recording can make that easy – one of the reasons … Continue reading

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