Posted by Emma Rudeck
Sometimes a call with a customer doesn’t quite go to plan. Maybe you fumbled a sales call. Possibly your customer wasn’t in a good mood and was rude to you. Or perhaps something went wrong further...
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July 13, 2016
Topics:
Contact Centre,
Frontline Engagement
Posted by Rew Golding
Contact centres are at the front line of every business. They may not have a physical presence in your customers’ eyes, but they’re the first point of call whenever they have a query, problem or...
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October 12, 2015
Topics:
Contact Centre,
Customer Experience
Posted by Emma Rudeck
How many inbound calls do you receive to your contact centre that are just to ask routine questions? You know the type of thing: When is my order due? Can I get an update on progress?
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August 21, 2015
Topics:
Contact Centre,
Customer Experience
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 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
