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!
We were recently asked to assist with a one year on review of the CX Coaching for Results that we deployed with a large government organisation. We had already highlighted that “Embedding behaviours takes more time than you would expect, and just because you tell them to do it, doesn’
The logic behind developing a detailed customer transaction fact book is that every customer contact can be explained through root cause analysis. A time-in-motion study allows the business to understand contacts by specific type, volume, cost and customer impact. With this knowledge