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 live interactional time between customers…
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?…
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.
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.
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.
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.
Second part of blog about Contact Centre KPI's talks about Contact Centre performance, reporting, scorecards, dashboards and what KPI's to use.
An insight into how contact centres will develop in 2020 with views about balancing technology with customer expectations and the operational changes required.