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4 Ways To Turn Your Contact Centre Into An Opportunity Centre

Posted by Paul Jones

The precious seconds that we get to interact with our customers are some of the most important opportunities we get. In the Contact Centre alone, just one phone call can result in a complaint being...
Read More February 19, 2015

Topics: Contact Centre, Customer Experience

I'm Very Sorry, But Are You Listening?

Posted by Vicki Bleakley

It’s a fairly well known fact that asking for feedback and then doing nothing with it is worse than not asking for feedback in the first place... So why do so many Service companies do this? To try...
Read More February 11, 2015

Topics: Contact Centre, Voice Of The Customer

How to Capture the Voice of the Customer in the Call Centre

Posted by Maria Gray

“One thing Call Centres get wrong is that they keep targeting instead of measuring. Measure instead and you’re gaining business intelligence to drive you forward.”
Read More January 26, 2015

Topics: Contact Centre

One Golden Rule for Managing the Pressure on your Call Centre

Posted by Kirsti Anderson

“There’s no such thing as being too busy” is a common phrase used in a multitude of industries to motivate employees...but I’ll take a chance and bet that whoever came up with that mantra had never...
Read More January 26, 2015

Topics: Contact Centre, Proactive Communication

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