Are you just ‘ticking the box’? As customer experience (CX) professionals we all claim that we put our customers ‘at the heart of what we do’ but can we really put our hand on that heart and say that we really do? What I mean by this is do we ask our customers and agents and other em
Playing to Agents Strengths Over many years the role of the Contact Centre Agent has been evolving and now, more than ever before, having the right people strategy is key to offering a differentiated service (and quite frankly delivering a planned service experience at the right cost!
CONTACT CENTRE CHANGE MANAGEMENT – Didn’t you get the email? We’ve changed! Yep – so many change plans fall to the lazy email – a BIG #FAIL! Why is change management so tricky? It should be pretty simple, right? You only need to change the behaviour of several hund
We recently talked with Tony Sumner, Contact Centre Manager, at Meridian Energy and he shared a few of his thoughts about the contact centre coaching program his team experienced. “Flare Design has introduced my management team to new ways of leading our people. Flare’s methodology is
I am currently in a very privileged position, for the first time in my career. It is something that I have been advocating for many years – sometimes begging for – and now it has happened. I have been brought into a transformation program, right at the very beginning and,
After nearly two decades in the contact centre industry, I now have the perfect role. My role combines all of the skills, knowledge and experience from every discipline that I have ever worked within, and I love it. I do have one major challenge though…not many people really know wha
The common ‘wisdom’ on Voice Biometrics, within a Contact Centre environment waxes lyrical about the ‘James Bond’ like technology and the ‘gidgets and widgets’ that make this technology happen. Join any forum on the subject and the excited technology community are there in their thou
FACT but be very careful… Ultimately if you place NPS as an individual metric against the CSR you will see it increase. Humans are very ingenious. However, as with many other metrics it takes more than a target to achieve the goals you’re after. If coaching isn’t tar