First Call Resolution Rate (FCR) is considered to be perhaps the most important metric – but are you measuring it correctly?
Continue readingWhen Not To Call: Outbound Call Practice
When is it not advisable for contact centres to call consumers? How can Contact Centre Managers quickly control campaigns to reflect events?
Continue readingThe “New Normal” for Contact Centres and Business Operations
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.
Continue readingHow to: Embracing AI in the Contact Centre
Is artificial intelligence a threat to the future of Contact Centres, or can it actually enhance the customer experience and improve your agents’ worklife?
Continue reading