Posted by Andy Scott
The decision to hire the right frontline employees is often an easy one - name a company that wants to hire the wrong people? The challenge comes when it’s time to decide on who these people are and...
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July 15, 2016
Topics:
Contact Centre,
Frontline Engagement
Posted by Andy Scott
I recently read a customer experience blog from Ian Golding on how the customer journey can be damaged by the way in which feedback is requested, which got me thinking about an experience I recently...
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December 16, 2015
Topics:
Customer Feedback,
Customer Experience
Posted by Andy Scott
Customer Service is and always has been at the heart of most Contact Centres. But with some Contact Centres answering up to 1,000 phone calls a day, some of the more outdated metrics such as mystery...
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April 7, 2015
Topics:
Contact Centre,
Customer Experience
Posted by Andy Scott
No matter how good of a Customer Experience you offer your customers, there are always going to be complaints. But that doesn’t mean those customers will be eternally unsatisfied with your products...
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March 16, 2015
Topics:
Contact Centre,
Customer Experience,
Proactive Communication
Posted by Andy Scott
A number of clients I work with in the Contact Centre environment offer customers the chance to share any feedback they may have on their experience with the brand. This is very important in today’s...
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March 2, 2015
Topics:
Contact Centre,
Customer Experience,
Voice Of The Customer
