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!

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

FACT which is why so many implementations #FAIL! Believe it or not, those expensive contact centre solutions that carry big business benefits don’t always make it all the way to the customer. Take for example your basic screen pop solution (a.k.a. CTI) in which data derived during the