White Paper: Five Secrets of Top Performing Contact Centres

Motivating and improving the performance of contact centre agents is top-of-mind for every customer service department. As self-service channels increasingly take care of customers’ basic requests, contact centre agents are fielding more complex customer inquiries.

At the same time, many agents are handling high volumes of requests, with little constructive feedback for improvement.

The result is high turnover and low morale, with organisations having to absorb the costs of replacing lost agents and their productivity.

Let’s look at the five best secrets of top-performing contact centres, including how you can implement these strategies to improve agent performance and satisfaction and deliver better customer experiences.