Scaling up customer service operations in preparation for peak
As the shift to online shopping continues to accelerate, retailers across all sectors are facing increased pressure to keep up...
Call/Contact Centre & Voice
Who’s calling? Poor call centre experience pushes half of customers away
Poor call centre experience or an unhelpful attitude pushes over half of customers away causing customers to become frustrated and...
Outsourcing customer contact & fulfilment without tears
This is a tall order. Getting to the point of achieving the best performance consistently well in-house can be a...
More than words
Being unable to see the customer’s body language is a communications challenge for call centre agents
Beyond quantity to quality
It’s much more difficult to measure your call centre qualitatively than quantitatively. One way to do so is by mystery...
Tips for recruiting and retaining call centre staff
Advice for building a contact centre team
What to consider when assessing third-party call centres
What to consider when assessing third-party call centres
