By the time you have read this guide, you will have at your fingertips all the information you need to create a quality monitoring process that drives continual improvement in customer experience and your call centre.
Much of the current obsession with AI and automation is merely a cost-cutting exercise in disguise.
Focus too heavily on digital CX and you could end up terminating key client relationships.
Lead your organisation’s quality monitoring process out of the dark ages and shine the spotlight on your initiative and vision.
To help you navigate the ins and outs of Workforce Engagement Management, we have compiled the 2017 beginner's guide.
If you only read one CX blog this year, we advise reading this one.
Do you realise that you could be held personally responsible and fined for failing to listen to your customers?
"While technology takes over the more simplistic, mundane tasks, it will leave human agents to deal with the more demanding enquiries."
From complaint to a working resolution in just 6 days. It isn’t simply customer service management best practice; Tesla has demonstrated a fundamental shift in the way a complaint should be received, interpreted and acted upon.
“The customer experience is the new battleground!” Forbes’ celebrated rallying cry shows no signs of abating.
A new year is upon us and with it the perennial problem of how to improve call centre agent motivation.
If you want people to perform better, you reward them, right? Wrong.
“Then he shouted ‘you f***ing P**i b***h!’. I was shocked and said ‘pardon?’ Then he shouted it again. I said ‘I could report you for that sort of language’ but he carried on yelling and screaming so…
These days it seems that you can’t even buy a cup of coffee without a company asking you to complete a survey.
Employing homeworkers certainly has its advantages. The most obvious being the ability to cut overheads and ironically reduce the number of call centre sick days.
Over the last decade, the drive to ever increasing productivity has resulted in Workforce Optimisation becoming the mantra for thousands of contact centres across the world.
Last week, I wrote a blog in response to an article in the The Guardian about the opening of a new contact centre in Salford staffed entirely by resting actors.
What can be done to improve call centre absenteeism? This is the burning question that call centre management raises at every available opportunity.