As advances in technology have empowered customers and increased their expectations, both the cost of losing a customer and the value of retaining one have grown. The need for accurate, ongoing insights into customer preferences and behaviour is greater than ever. The traditional way businesses have tried to learn what their customers think was to […]
Picture this: you get a call from one of your agents and they don’t agree with their evaluation score. As a contact centre manager you’ve mostly likely been here. So, what steps can you take to resolve the situation and make sure your agents are happy and aligned on contact centre best practises? Here are […]
Raw data pours into the contact centre from every angle. From calls, to emails, to web chats and more, voice-of-the-customer data is used across the globe to help bridge the gap between the contact centre and the rest of the organisation. And, as the list of communication channels grows longer and more sophisticated, the data […]
Forecasting for the contact centre is tough. Understaffed businesses can result in long wait times for customers and leave agents frustrated and even unmotivated. Customers may be forgiving of long wait times once, but don’t expect them to be forgiving if it happens regularly. On the other hand, labour costs are typically 70-80 percent of the […]