Features & News
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.
Ask Contact Centre Agents What They Think
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
What has to change for Virtual/Hybrid working?
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
Learning about Service and Leadership as a Volunteer at Birmingham 2022
Learning about Service and Leadership as a Volunteer at Birmingham 2022 I recently had the great experience of being a volunteer Driver at the Birmingham
The Right Person at the Right Time
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.
Dont blame the Contact Centre
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
How to balance between operational efficiency and getting to know your customers
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
Customer focused, or are they?
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?…
Back To Basics For Performance Improvement
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.
Supporting Customer Service Managers – Support Plus
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.
How to write a call centre business plan
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.