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 →
Call monitoring to support Agent quality management is routine for most contact centres. Randomly selected call recordings are assessed by Quality Analysts who evaluate an Agent’s call performance against defined… 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 →
Ever get the feeling that inspiration for the movie “Groundhog Day” was taken straight from a contact centre? It can be easy to concede that falling into a repetitive work pattern… 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 →