Optimising processes is the quickest way to increase contact centre productivity and customer satisfaction at the same time.
Why then are there so many companies with poor processes, when it is something we live and breathe every day?
We have asked our panel to provide their insight… (more…)
With the current economic climate there has never been a more important time to hang on to your customers. We have asked our readers for their top tips for dealing with customer retention. (more…)
Long-winded tone menus frequently top the list of what customers like least about dealing with contact centres. Judith Jackson from ntl:Telewest Business examines how contact centres can manage calls differently. (more…)
We asked some of our call centre colleagues to come up with a number of tips to improve call centre performance.
Read on to find out what they had to say… (more…)
If spending must be cut, then the best we can do as managers is ensure that it’s cut in ways that position our business better relative to competitors, rather than worse. Jan Hofmeyr shares his thoughts with us. (more…)
In recessionary times, when budgets are tight and performance scrutinised to the nth degree, there’s little room for error - and no excuse for failure. Steve Norman explores how to improve first-call resolution and drive call elimination. (more…)
We are only a week into January and the good intentions have already started to slip. The cold weather put off that run you were talking about and the diet is already under pressure. (more…)
Originally, a reduction in the number of calls to a contact centre was given as the best reason to implement a customer service email solution. Esteban Kolsky explains the other benefits. (more…)
Paul Clark believes that the essence of delivering great customer service can be distilled into ten key areas. (more…)
How do you build a loyal customer base? In these tough economic times, when customer loyalty is hard to win and harder still to maintain, customer service providers need to find new ways of reaching and engaging with consumers. James Le Roth tells us how. (more…)
