Traditionally, the customer-facing contact centre is the focus for scrutiny when efficiency and customer satisfaction are concerned, but back office performance affects these areas just as much. With customer experience as a growing priority for almost every organisation, the often-neglected back office function needs to be tightly integrated with the contact centre to create a truly customer-centric business.

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Measurement – It’s absolutely crucial to any successful call centre. But traditional metrics don’t provide a clear picture into how their teams are really performing. To make a real difference in the call centre – and to have a positive impact on the customer experience – it’s important to know what to measure, and more importantly how to measure it.

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Consumer demands are changing at an alarming rate, placing more pressure on businesses than ever before. No sector is immune from this trend, even the banking sector where the battle for customers is becoming fierce as it is now easier for customers to move current accounts, and public opinion of the industry’s big players has steadily waned since 2007.

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As we enter into the ‘age of the customer’, the ability to accurately track what a customer thinks and feels in real-time is incredibly important and valuable to contact centres. One of the latest trends in the contact centre industry is emotion detection technology – it may sound like something out of a sci-fi novel, but the promise of being able to detect and measure how your customers are feeling has piqued the interest of many.

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