Posts in Contact Centre Management

Chief Customer Officer

CX: The View from the C-Suite

February 21st, 2020 Posted by Contact Centre Management

A Customer Experience Trends 2020 report identifies an emerging business leadership role: The Chief Customer Officer.

First contact resolution

First Contact Resolution and what it can tell you about your contact centre

February 13th, 2020 Posted by Contact Centre Management

We unpack The Ascent Group’s latest benchmarking study into first contact resolution and the implications for your business.

Contact centre employee engagement

Leading the Game to Better Employee Engagement

January 31st, 2020 Posted by Contact Centre Management

Contact centre employee engagement is tricky to carry off, but not impossible. It’s just a case of leading the right game.

Contact centre business continuity plan

What Happens When the Worst Happens? Get Your Contact Centre Crisis-Ready

January 10th, 2020 Posted by Contact Centre Management

Having the right systems and processes is vital for creating a good customer experience. But are you ready for when things go wrong?

Call centre wait times

Love Your Data: Putting Your Call Centre Wait Times to Work

November 8th, 2019 Posted by Contact Centre Management

Put your call centre wait times to good use so you can give your customers more of what they want, and less of what they don’t.

Call monitoring

Extraordinary growth achieved through total transparency

October 1st, 2019 Posted by Contact Centre Management

Discover how call monitoring has helped one contact centre instill a positive culture and achieve extraordinary growth.

Contact centre modernisation

Kaizen calling: Modernising your contact centre one step at a time

August 16th, 2019 Posted by Contact Centre Management

Contact centre systems have come a long way in the last 20 years, and with the advent of smartphone technology

customer experience technologies

Contact Centre Strategic Management – Tip 2

June 24th, 2019 Posted by Contact Centre Management, Technology

Tip No 2 from Sol Rabinowicz, CEO Premier Technologies, during his keynote presentation at CCW.