The never ending pursuit of organisational cost reductions too often pits one customer interaction channel against another in a gladiatorial contest from which only one channel can emerge as… read more →
The number of concurrent chat sessions an Agent can manage is often a source of great personal pride; as well as a great opportunity to increase Agent productivity. But are… read more →
Purchasing a workforce management system (WFM system) requires significant investment, but it’s a price readily paid by many contact centres in light of the benefits that effective WFM systems can… read more →
Few organisations are afforded the luxury of single media interactions, with customers increasingly expecting the choice of phone, email, chat, smartphone apps, and web forms to pursue their line of… read more →
Penned by Lord Baden-Powell for the Scout movement, the motto “Be Prepared” is just as appropriate when it comes to Contact Centre Team Leaders conducting coaching with their Agents. Agent… read more →
The prevalence of the term Mandatory Requirement across the majority of business requirement tender criterion is increasingly elevating the fantastic as an equal decider against the necessary in contact centre… read more →
It was the French writer and diplomat Joseph de Maistre (1753–1821) who penned the phrase “Every country has the government it deserves”. And although it lacks the gravitas, controversy and… read more →
Scepticism surrounding contact centre technology return on investment (ROI) claims is often well founded, where neither contact centre managers nor solution vendors do much to improve the situation. However, with… read more →
It’s a common term we hear nearly every day within the contact centre industry. Organisational intent is increasingly focused on leveraging positive customer experiences to not only retain customers, but… read more →
The relationship between athlete and coach offered a fitting analogy for the bond between Team Leader and Agent in our last discussion when we sought control of our contact centre’s… read more →