A beginner’s guide to balanced scorecards

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Many contact centres use balanced scorecards to track performance.    But what is a balanced scorecard and how does it work?  Charles Baker explains. (more…)

Does a contact centre really need to be world class?

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Look at any major organisation’s vision and mission statements and you will almost certainly find the term ‘world class’ buried somewhere within these shining beacons of staff and client motivation.

When you look at the aspirations of customer contact centres within these organisations, ‘world class’ is also frequently on the check-list; yet so often the reality falls woefully short of the dream.  The question is, does this need to be an aspiration at all? (more…)

Practical tips for effective questioning techniques

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Asking the right questions is key to getting the right answers.  This week we look at effective questioning techniques… (more…)

Have service-level stats outlived their sell-by date?

service-level-metrics-185We all measure the number of calls answered in 15 seconds, and the amount of wrap-up time.  Why?  Because they are easy to measure.

Richard Snow’s research indicates that they may have gone past their sell-by date. (more…)

6 steps to improve the customer experience

customers-185Managing customer expectations is important, exceeding them is critical.

Many customers only experience a brand when they interact with a contact centre agent. Jaime Scott provides six steps about how to do this. (more…)

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   editor | Jonty Pearce

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