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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…

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Introducing new channels for customers

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.

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