Monthly Archives: July, 2017

first call resolution

How to Implement and Measure First Call Resolution Effectively

July 27th, 2017 Posted by Contact Centre Management, Customer Experience

First Call Resolution Rate (FCR) is considered to be perhaps the most important metric – but are you measuring it correctly?

outbound telesales call control

When Not To Call: Outbound Call Practice

July 21st, 2017 Posted by Contact Centre Management

When is it not advisable for contact centres to call consumers? How can Contact Centre Managers quickly control campaigns to reflect events?

New Normal in contact centres

The “New Normal” for Contact Centres and Business Operations

July 14th, 2017 Posted by Customer Experience, Contact Centre Management, Mobility, Multi Channel

Contact Centres need to adapt to the new “normal” way of doing business, or face losing customers. Normal now, is very different to 5 years ago.

Artificial Intelligence

How to: Embracing AI in the Contact Centre

July 7th, 2017 Posted by Technology, Customer Experience

Is artificial intelligence a threat to the future of Contact Centres, or can it actually enhance the customer experience and improve your agents’ worklife?