The 2020 Vision for Contact Centres
An insight into how contact centres will develop in 2020 with views about balancing technology with customer expectations and the operational changes required.
Omnichannel Contact Centre Design Considerations That You Cannot Ignore
Martin Jukes of Mpathy Plus explores five areas of omnichannel design, highlighting key considerations to make when perfecting your strategy.
Don’t wait for the Brexit outcome. Take Control!
Understanding contact centre capability enables agility when managing customer enquiries and a new approach to contact centre projects and transformation.
Enabling customer contact centre channels
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
How the role of Contact Centre Agents will change in the future
Read the Call Centre Helper article by Martin Jukes by clicking on the image above
How to Develop a Quality Assurance Framework
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…
10 ways to contol Contact Centre attrition
Another great article from Call Centre Helper with tips and advice about how to control atrition in Contact Centres.
Can self service be designed to benefit the customer?
According to the recent 2018 NICE inContact Customer Experience Transformation Benchmark, 32% of all interactions in the UK are completed using a self service channel with 68% requiring Agent assistance.…
How to calculate absenteeism
Call Centre Helper recently published an article about how to calculate and manage absenteeism in your contact which included observations, tips and advice from Martin Jukes. Click on the image…
Can the NHS learn from Contact Centres?
We review the similarities between recent reporting of A&E performance and the aged methods of measuring Contact Centre performance. We examine the need for balanced scorecards that report outcomes in addition to response times and conclude that the customer experience is also about the quality of service.
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