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 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
Okay, so no-one around the BBQ is excited enough about IVRs to sing their praises. Most the IVR developers I know are to scared to say that they responsible for these things, but it’s time this situation is clarified. Firstly there are many IVRs that serve customers needs and ev
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