It’s Monday morning in the contact centre and after a quiet weekend, the calls are pouring in. The wall board is flashing a large queue and all hands are to the pump. Wrap time is being squeezed, call text is scant and agents are feeling the pressure. Sound familiar? Here Carolyn Blunt shares her experiences with us. (more…)
Typically call centres focus on engaging with their customers. Indeed, some are so focused on customers that they don’t actually think about engaging with their staff. (more…)
How do we align cost effective, highly managed performance with the ‘buzz’ of agent and customer satisfaction? Ian Morton provides some answers. (more…)
If you really want to put the customer at the top of your agenda, you need to build on customer experience from the bottom rungs of your organisation. In the latest in her series of articles, Natalie Calvert shows us how. (more…)
In her penultimate column on customer experience, Natalie Calvert shows Call Centre Helper’s readers a fun way of ensuring that their new standards of service stay up to scratch (more…)
You’re about to go in front of the board and you’re looking to get their approval to enter in to a customer experience improvement programme. Natalie Calvert explores how you should make your case. (more…)
On your marks, get set, go!
Natalie Calvert shares her experience with a discussion on how to define the term ‘customer experience’ for your business in the first place. (more…)
