How to design and set up a new contact centre
In a recent article I discussed some of the issues arising from Homeworking and how it is great for some but not so easy for others. The question as organisations…
Is Homeworking the real future for Contact Centres and what are the implications of this approach.
An insight into how contact centres will develop in 2020 with views about balancing technology with customer expectations and the operational changes required.
Martin Jukes of Mpathy Plus explores five areas of omnichannel design, highlighting key considerations to make when perfecting your strategy.
Understanding contact centre capability enables agility when managing customer enquiries and a new approach to contact centre projects and transformation.
Watch the video to hear about how an organisation is potentially losing business due to the poor enablement and integration of customer contact channels. https://youtu.be/cSPUrQ4vCHg
Read the Call Centre Helper article by Martin Jukes by clicking on the image above
Take a look at this eBook which has been produced by Evaluagent. It provides an excellent starting framework for how to measure and manage quality in your contact centre. Download…
Another great article from Call Centre Helper with tips and advice about how to control atrition in Contact Centres.