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.
evalue8; an analysis of multi-channel performance
As customers we are offered a range of channels to connect with an organisation. We expect these to be consistent in the quality of service
How to develop a quality scorecard
Martin Jukes is a guest speaker with on a Call Centre Helper titled The Best Way to Develop a Quality Scorecard
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
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
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.