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.…
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…
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.
Martin Jukes from Mpathy Plus discusses some of the considerations when introducing alternative customer contact channels in transforming service. This includes channels such as livechat, self service, video in addition to more traditional telephone and email.
There is a plethora of confusion around Digital Transformation. There are many ‘experts’ and organisations that claim to have transformed!