Blog Author Mellissah Smith - Page 2

In the realm of contact centres, where delivering exceptional customer experiences while maximizing operational efficiency is paramount, the power of artificial intelligence (AI) has emerged as a game-changer. As contact centres strive to enhance their workforce management (WFM) strategies, AI has become the driving force behind transformative change. By harnessing AI-powered solutions, contact centres are transforming the way they operate, unlocking new levels of optimization and performance.

As a business owner or marketer, it's easy to get caught up in the excitement of generating new leads, as after all, new leads are the lifeblood of any business, representing potential to contribute to your bottom line. However, it's important to remember that not all leads are created equal, and not all of them are ready to buy from you right away. Patience and persistence are required by markets to developing relations with potential customers, nursing them over time to become paying customers.

Interpersonal conflicts are common in every business environment. Dealing with difficult people is an inevitable part of the workplace, and can be challenging, particularly when they constantly talk over you, one-up you, and don't respect what you say. Such individuals can be aggressive, dismissive, unresponsive, or just plain rude. When they dominate conversations, belittle your ideas, or refuse to acknowledge your contributions, it can make you feel devalued, frustrated, and even demotivated.

Understanding the underlying psychology behind their behaviour can give you a different perspective and help you develop effective coping strategies. By acknowledging their motives and learning how to respond to their behaviour, you can assert yourself confidently and maintain your composure. This not only improves your work environment but also helps you build stronger relationships with your colleagues, customers, and clients.

We’ve all been there. When we’re tired, your meal takes longer than you feel it should, or simply, you are frustrated with something that you deem to be basic but becomes very hard. I’m guilty of being “that” customer who desperately needs a revision mirror in that moment and have placed the blame on innocent customer service agents who are simply just doing their job.

Bad customer service is one thing, but quite often the actual customer needs to look in the mirror and see themselves.

For the past 8 months, I have been going to pilates. It’s something that I never did more than ‘on occasion’ for most part only when I arrived from a long-haul flight from Melbourne to Los Angeles. The hangover from the past few years has slowly disappeared and after the first quarter last year, I started to rethink life.