Often, contact centre advisors develop habits that may seem harmless but rile customers. Here Andrew Moorhouse provides key four examples.
You’ve considered moving your contact centre to the cloud but what’s the day-to-day impact on agents, supervisors and contact centre managers? This white paper shares real-world advice from companies, presented by industry expert, Sheila McGee-Smith.
Four ideas on improving quality management in your contact centre. These help to ensure your customers are getting a great customer experience from your agents. This white paper shares how you can achieve that and improve your quality management process.
This white paper outlines the top reasons to reconsider homeworking as an option for contact centres and reveals some practical tips to overcoming the common challenges associated with remote resources. It also highlights several real-life success stories.
This eBook presents a series of topics intended to help companies measure Quality Assurance in the call centre and to use these metrics to improve NPS and overall customer experience.