Posted by Maria Gray
Customer Satisfaction is much more than just a number; it’s a gateway to understanding your customers’ emotions and expectations and more importantly, a means to continuously improve the Customer...
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April 23, 2015
Topics:
Customer Satisfaction,
Improve Customer Satisfaction
Posted by Maria Gray
You should all know the importance of capturing the Voice of the Customer in the Contact Centre, (and if not, you need to download our White Paper on how to Capture the Voice of the Customer in the...
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April 14, 2015
Topics:
Contact Centre,
Employee Engagement
Posted by Maria Gray
Employee Engagement in the Contact Centre is a notorious issue, and one that a lot of organisations don’t consider a priority. However, what if I told you it’s actually a lot easier than you think to...
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April 13, 2015
Topics:
Contact Centre,
Employee Engagement
Posted by John Baird
Tales of hour-long delays in getting through to the right department and telephone menu options as long as your arm, have made Live Chat a popular alternative method of customer contact for new and...
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April 9, 2015
Topics:
Customer Experience,
Live Chat
Posted by Yiannis Maos
Making sure you have engaged employees in the Contact Centre is so important when it comes to making sure that you’re offering the best possible Customer Experience.
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April 9, 2015
Topics:
Contact Centre,
Employee Engagement
Posted by Yiannis Maos
Over the last couple of years, there’s been a massive shift when it comes to performance measures in the Contact Centre.
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April 9, 2015
Topics:
Contact Centre,
Customer Experience
