How are you measuring your Contact Centre performance?
Join the webinar to hear how and when to use average handling time to manage your contact centre performance.
Join the webinar to hear how and when to use average handling time to manage your contact centre performance.
Martin Jukes recently contributed to a feature in Call Centre Helper titled 'The 10 Pillars of Employee Experience' An extract from the article is shown below, you can link to…
Hybrid working and more especially home working has been the subject of numerous opinions and statements over recent months. People in high places ranging from Elon Musk to Jacob Rees…
It is important to focus on getting the right person at the right time when introducing projects or unexpected change. This article discusses some of the issues in recruitment and the benefits that an Interim Manager can bring.
Contact Centres are often thought to be failing when in reality it is much wider issues causing a problem. Take a look at this article recently published in Call Centre…
The drive for efficient Contact Centres. The focus for many organisations over recent years has been operational efficiency. This is often delivered through reducing the live interactional time between customers…
One of the key things that we look at when reviewing an organisations customer experience is understanding how a customer really feels when engaging with that organisation. A specific area that we focus on is asking the question, what does the customer perceives as being the focus of the service?…
A discussion about a Contact Centre Performance Improvement project went back to basics to deliver a quick recovery enabling the development of an organisation wide Contact Centre Strategy.
The role of a Customer Service Manager is challenging but particularly so at the moment. Support Plus is a unique service that provides support for Managers through an understanding of the issues that they face.
In this Call Centre Helper article, Martin Jukes discusses considerations in How to Write a Call Centre Business Plan including the objectives, the factors involved in design and the importance of taking a business wide strategic approach to ensuring that the final service represents your brand and values.