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
Flare Design, recently caught up with John Carr and Andrea Ayres in the U.K, to discuss Lloyds Telephone Banking transformation program and the, now embedded, open speech navigator. John Carr said “The open speech navigator was the first of several initiatives that target improving th
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,
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
What makes a customer really happy? We get to work with many “technologists”, delivering all sorts of solutions in and around the contact centre. Most of these projects in their own right are fantastic, lift performance and improve the customer experience. However, everyth