First Call Resolution is an indication of efficient service – not of customer happiness and loyalty. Try these customer satisfaction survey options.
Continue readingContact Centre Intelligence: Emotional or Artificial?
Contact Centre survey reveals the state of play and future direction on artificial intelligence and emotional intelligence
Continue readingQuestions about the Banking Reform Incentives Programs
The new banking reform initiatives raises questions about how the incentive programs will work, and if contact centre staff will be included.
Continue readingWhy Customer Experience is More than Just Customer Service
Your customers’ experiences with you extend way beyond the physical conversations they have with your contact centre or front line teams.
Continue readingAussie Contact Centre Website Racks up 25k Users
Contact Centre Central, founded by award winning industry expert Justin Tippett, reached 25,000 users recently and it’s more invaluable than ever.
Continue readingHow to Implement and Measure First Call Resolution Effectively
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.
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