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
Posted by Yiannis Maos
A stat that came from a recent ContactBabel report suggests that up to 37% of outbound activity is all around proactive customer service. This got me thinking, all of this information can be served...
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April 8, 2015
Topics:
Contact Centre,
Customer Communication
Posted by Yiannis Maos
Here at Rant & Rave we believe in helping organisations to create customer and employee advocates. We call these Ravers and these are the people who are going to go out and tell the world what a...
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April 8, 2015
Topics:
Contact Centre,
Customer Experience,
Customer Advocates
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 But with some Contact Centres answering up to 1,000 phone calls a day, some of the more outdated metrics such as mystery...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 Nicola Collister
Here is an example of how enhancing the Customer Experience in the Contact Centre can improve business performance.
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March 24, 2015
Topics:
Contact Centre,
Customer Experience
Posted by Nicola Collister
Here is an example of how investing in the Contact Centre Customer Experience can improve business performance.
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March 24, 2015
Topics:
Contact Centre,
Customer Experience
