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Simple Way to Measure Productivity I am looking for some simple ways to measure productivity in an administration dept. ..
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We introduce the basics of welcome calls, suggesting how contact centres can best use them to increase customer satisfac..
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People don’t always remember what we say, but they never forget how we make them feel – and that’s where tone ..
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There are a number of ways to measure First Contact Resolution (FCR). We asked our panel what they thought worked best. ..
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Dick Bourke encourages us to start measuring qualitative factors, instead of using certain, more traditional, metrics. ..
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Working as a call centre agent can be a tough gig: Even one poor customer service experience can cause a customer to tur..
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Providing an ever-improving customer experience while boosting contact centre agent productivity is paramount for your b..
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Summer Ramsey of Talkdesk shares her insights into how to speed up long, monotonous admin tasks in the contact centre. F..
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We picked up this question from our LinkedIn group “How do you measure the productivity of QA auditors who are evaluat..
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Interested in improving communication in your call centre? If so, this idea for an internal community may provide you wi..
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We asked our Twitter panel “What is a simple way to ensure customer loyalty?” Ann-Marie Rapisarda ‏@AnnRapisar..
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As the saying goes, “if you can’t measure it you can’t improve it”, and one of the biggest challenges a ..
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Dick Bourke of Scorebuddy shares his definition of call centre productivity, before presenting his top tips on how to im..
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Dick Bourke of Scorebuddy discusses how you can drive actionable insights from your quality metrics results. If you are..
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Charles Watson presents two ways in which to measure efficiency and boost contact centre scheduling. Call centre schedul..
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We present practical methods for motivating your employees, which will also improve advisor retention, morale and perfor..
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