Posted by Maria Gray
Motivating and keeping good agents in a working environment that is often stressful, sometimes repetitive and usually not well-paid is a challenge that contact centres have had to face since their...
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December 10, 2015
Topics:
Gamification,
Agent Engagement
Posted by Maria Gray
Everyone knows that satisfied customers are vital to the success of any business in today’s market place, and the contact centre is no different.
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December 9, 2015
Topics:
Customer Engagement,
Customer Effort
Posted by Maria Gray
In such a subjective area, it’s almost impossible to give an exact definition of a great customer experience. There are a lot of factors and variables to consider, not least of these is that each...
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November 24, 2015
Topics:
Customer Experience
Posted by Maria Gray
When we think of great customer experiences can we honestly say we think of play?
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November 19, 2015
Topics:
Customer Experience
Posted by Maria Gray
If we agree that customers expect more than ever, and the way they evaluate their experience with a company is based on their memory of that experience, what does this mean for companies?
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November 17, 2015
Topics:
Customer Experience
Posted by Maria Gray
The reason beind the importance of customer experience is simple, brands want customers to stay with them for longer, to spend more and to recruit new customers. And, although most brands understand...
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November 6, 2015
Topics:
Customer Experience
