If outsourcing strikes fear into the very heart of your operation and gives you more sleepless nights then a Hitchcock horror then read on with this article as there are some useful tips to hammer out the horror of your Outsourcing fears and if you are outsourcing...
How clear is your strategy for developing High performance culture and great customer experience?What is a high-performance culture anyway? How do you know when you have it nailed on? This was a question I posed in a recent poll on social media and it’s a question we...
If you are like most contact centre managers, you landed in your role in one or two ways: you went into the contact centre world as a job ‘just until I find a proper career’ or you were always passionate about solving problems and helping customers get exceptional...
With typically 2-3% of most customer interactions being monitored by your Quality Assurance function you can see why some contact centres are moving towards implementing speech analytics as a tool. But how do you make sure that the new Speech Analytics tool doesn’t...
So, you’re setting up a new contact Centre….. In this article we look at some of the key considerations for someone who wants to set up a contact centre, you might be growing in numbers and now is the time to embrace new technology and develop your...
The Contact centre in it’s truest form has been around since the early 50’s and mid 60’s with the introduction of Automatic Call Distributors (ACD) it enabled what we now know as our more “traditional” call and contact centre environments, the ability to direct large...
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