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IMPROVING CX ON A BUDGET

Customers are the best source for understanding the Customer Experience, and there are a number of sophisticated methods for gathering their feedback. Some...

TRUSTING THOSE YOU TRUST WITH YOUR MOST VALUABLE ASSET

The agents on the frontline want to help customers. They want to resolve issues, and to deliver the desired customer experience and the brand promise. Doing...

Keeping Workers Safe and Productive (When the Contact Center Can’t Close)

If you asked any contact center manager two months ago about their business continuity plan, they’d likely opine on their facility’s readiness to address just...

PANDEMIC PREPARATION CAN BE CONTAGIOUS

We certainly are living in interesting times. This is unquestionably the best time to ever have lived as a human being; not so good for other species perhaps....

INCENTIVES AND YOUR CUSTOMER EXPERIENCE

“Make your employees happy and they will make your customers happy.” This simple maxim has been echoed by business leaders from Richard Branson to Herb...

SELF-SERVICE IN THE AGE OF AI

Self-service has been employed for more than 30 years to allow customers to serve themselves. This has been a mixed blessing, while many of us value the time...

OPERATIONAL INDICATORS – AVERAGE HANDLE TIME (AHT)

Have you ever wondered what is behind any of the Contact Center operational indicators? Why do we measure what we measure and what do they mean? In this...

Closing the Revolving Door

Staff and Agent retention was a ‘hot’ button topic in the call center industry 20 years ago and still is one now. So how is it that the same issue that...

Towards a Multi Channel Contact Center

In this report we examine the origins and evolution of these two communication channels, their use and deployment today and in the future. For each of the...

Financial Call Center Best Practice

Best practice metrics can make a call or contact center more effective, efficient and improve customer satisfaction. Some centers have already found this...

WHY WE NEED CUSTOMER SATISFACTION AS PART OF QUALITY ASSURANCE

If high customer satisfaction and retention is part of the center mandate, then it is a ‘best practice’ to include customers’ feedback and input as part of the...

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IMPROVING CX ON A BUDGET

TRUSTING THOSE YOU TRUST WITH YOUR MOST VALUABLE ASSET

Keeping Workers Safe and Productive (When the Contact Center Can’t Close)

PANDEMIC PREPARATION CAN BE CONTAGIOUS

INCENTIVES AND YOUR CUSTOMER EXPERIENCE

SELF-SERVICE IN THE AGE OF AI

OPERATIONAL INDICATORS – AVERAGE HANDLE TIME (AHT)

Closing the Revolving Door

Towards a Multi Channel Contact Center

Financial Call Center Best Practice

WHY WE NEED CUSTOMER SATISFACTION AS PART OF QUALITY ASSURANCE