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Contact Centre Advice

Hunting for the best advice geared towards call and contact centres? Look no further. Whether you’re running an e-commerce site supported by an in-house contact centre, or you manage a call centre for a small start-up, Gnatta is here to help.

Our advice hub is filled with everything you could need, including comprehensive how-to guides, helpful tips, and expert advice all tailored toward professionals in contact and call centres. With our experience and expertise in all things related to customer communications, we’re dedicated to providing all the resources you need to build your knowledge and confidence on topics such as KPIs, technology and people. Check in with our contact centre advice hub regularly to find out how you can offer the best customer support and care, regardless of where your role fits into the equation.

Contact Centre KPIs

Struggling to meet targets and goals within your contact centre and unsure what could be holding you back from success? Lacking key performance data that could transform decision-making for your communication strategies? Finding it difficult to improve on a specific KPI? Whatever problems or setbacks you’re encountering when it comes to tracking and monitoring KPIs, our advice covers it all.

It’s almost impossible to determine how well your contact centre is doing without the relevant data on KPIs to hand. So whether you require a refresher on the best ways to track your key performance indicators or need a more in-depth guide to which ones are the most important for contact and call centres to measure, the guides in this section are a great starting point for building your knowledge and expertise.

Average Handling time

7 Call Centre Tactics for Reducing Average Handling Time (AHT)

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deduplicating

How to Improve FCR (First Contact Resolution) in a Call or Contact Centre

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csat and nps

How to Improve CSAT & NPS in a Contact Centre

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call centre KPIs

The Customer Service KPIs You Should be Measuring

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Contact Centre Tools

The tools and technology you choose to use can have a huge impact on the efficiency of any contact centre, regardless of how many communications you’re handling each day. From freeing up more time for your contact centre staff to creating streamlined processes, the technology you choose can play a big part in your success and prevent customer frustrations from building. But when it comes to investing and implementing the tools and technology, it can be difficult to achieve staff and stakeholder buy-in – especially if you struggle to explain what it is and how it can benefit your team and customers.

Need some assistance with deciding which tech is worth investing in? Struggling to find the automation tools that work for your contact centre staff? Unsure how something works but curious to find out and discover its pros and cons? Read through our advice guides and blogs explaining the what and the why of the most popular technology choices.

Telephony IVRs

What is Interactive Voice Response (IVR) Technology in a Call Centre?

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Phonetic Alphabet

How the Phonetic Alphabet Works in a Call Centre (Alfa, Bravo, Charlie…)

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automatic call distribution

What is an Automatic Call Distribution (ACD)?

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agent scripting

A Guide to Scripting for Customer Services Explained (with Examples)

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People in a Contact Centre

Contact centres would amount to nothing without the people within them working competently and cohesively. From customer service management to seasonal staff, everyone plays an important role in providing the best customer care while working towards the overarching goal of maintaining customer satisfaction. But while you’re focussing on customer retention and other customer-based goals, it’s easy to forget how crucial the people within your contact centre can be. High staff turnover, unhappy employees and inefficient teams can all be a recipe for disaster not only within your contact centre but for your customer service, too.

So how do you get the best of both worlds and boost both employee and customer satisfaction? To help combat these common issues and build a team that produces excellent results for customers, we’ve compiled our best tips. Whether you need help with recruitment and workforce management or simply want to understand how to be a better manager, the blogs below are designed to support you with a range of staff-based queries.

CS management

6 Qualities of a Successful Customer Service Manager

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staff retention

6 Ways to Retain Contact Centre Staff

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training staff

How to Build a Successful Customer Service Team: Recruitment, Training & More

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workforce management

Call Centre Workforce Management: WFM Explained

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General Customer Service Resources

Dealing with the everyday trials and tribulations of working in a contact or call centre can sometimes be tricky. Whether you’re looking for the best ways to manage repeat customer queries, handling tricky and complex customer interactions, or planning a crisis management strategy before the start of the next financial year, no two days are the same and you must be prepared for anything that could be thrown your way.

So to help answer any customer service questions you might have, improve your communication processes and keep you well-informed on customer trends to boost the customer experience, we’ve gathered our collection of general tips, tricks and guidance. The blogs below can prepare managers, customer service agents, team leaders and anybody in between for a range of common situations and ensure they can be handled well.

empathy

Empathy in Customer Service: A Guide

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duplicates

How Repeat Customer Queries Could be Costing Your Business Time and Money

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apologies and goodwill gestures

How to Apologise to a Customer: Our Top Tips with Examples

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crisis management

How to Manage Crisis Communications: Planning, Training and Customer Service

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Our Credentials

Our dedicated communications software is available for businesses at any level, from start-ups to global enterprises. At Gnatta, we can tailor our solutions to the needs of your business and your customers to help you bring the highest level of efficiency, speed and accuracy with every customer interaction. With features like omnichannel support and our interaction-based approach coming as standard, you’re leaving your customer comms in safe hands with us.

To find out more about how Gnatta can support contact and call centres, get in touch today.

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