ACQUISIX

08/04/2020

06/02/2017

Acquisix

The ability to shape the customer experience puts customer service in a place of great opportunity, but also greater scrutiny. Everyone in the business thinks they’re leading the customer experience, but service teams have a unique 360-degree view of the organization’s impact on the customer.

The reality of today’s business landscape is that customers are more connected than ever. Fifty-eight percent of consumers and 77% of business buyers say...

02/02/2017

Acquisix

Every employee wants to work for an admired company. Customer experience is a natural motivation with richest meaning for employee engagement. And that starts with informing everyone about voice-of-the-customer on a regular basis.

Who needs to hear customer feedback? Just your customer-facing staff? Only a few managers of the biggest problem areas? The correct answer is: everyone company-wide. Why: satisfied customers make pay…

30/01/2017

Acquisix

If you can achieve the same results by working smarter (as opposed to working harder), wouldn’t you rather do that? Working smarter means leveraging the resources you have and developing savvy processes that reduce the need for more time and manual intervention.

Many career-oriented individuals become workaholics because they believe working hard will pay off. But isn't it better to work smart without getting burnt out?

26/01/2017

Acquisix

Our readers share their tips on how to lower your AHT in the contact center.

Our readers share their tips on how to loweryour AHT in the contact centre. 1. Automate simpler queries to reduce the general workload It can...

23/01/2017

Acquisix

The airlines have gotten a bad rap when it comes to customer service for a long time. And let’s face it, some of it is well-deserved. Traveling is often stressful enough for the traveler under ideal circumstances. But factor in flight delays, lost luggage and extra fees for everything from carry-on bags to peanuts, and it’s easy to see why customer service can be such a pressure cooker for any airline. One bad step in the process of handling travelers’ issues can cause an inconvenience to explode into a public-relations catastrophe.

The airlines have gotten a bad rap when it comes to customer service for a long time. And let’s face it, some of it is well-deserved. Traveling is often stressful enough for the traveler under idea…

19/01/2017

Acquisix

Average sales teams are, well, average. By contrast, brilliant sales teams are rare. However, the best of the best share certain behaviors that are the most obvious at the beginning of each sales year.

The best sales teams set goals as a year-round process rather than a yearly exercise.

16/01/2017

Acquisix

It's okay to embrace the youthful enthusiasm of the Millennial workforce. But remember, as a manager you're more like a parent then a friend. There will be times when critical feedback will be required and tough calls will need to be made.

Manager loves his Millennial employees - maybe, a little too much?

11/01/2017

A range of tips looking at how we can help keep our front-line staff stress free.

A range of tips looking at how we can help keep our front-line staff stress free. 1. Make a brew Make sure you recognise when stress levels are...

09/01/2017

When it comes to the performance of your customer service team, there are a few key metrics that will keep you pointed in the right direction.

06/01/2017

Cold calling scripts are the most commonly recommended tool to assist a new salesperson in prospecting for sales. However, cold calling scripts are frequently overused, abused, and relied upon as crutches. This results in salespeople sounding like robots, and failing to come across as a human being with a real personality. And as anyone who is successful in sales well knows, personality is what really sells. People buy people above and beyond price, features, benefits, and even profitability.

Cold calling scripts are the most commonly recommended tool to assist a new salesperson in prospecting for sales. However, cold calling scripts are frequently overused, abused, and relied upon as cru…

03/01/2017

Happiness was a hot business topic in 2016, and something tells me it's not going away in 2017.

While anyone can do them, one may just start a riot.