Tracking advertising ROI of campaigns can be tricky. Discover how to track from online ads to Contact Centre enquiry to instore purchase.
Continue readingHow to Track ROI from Ads to Contact Centres to Stores
Contact Centre Management Tips – Traits of Good Leaders
Being a good leader is a key element in seeing your contact centre achieve success, time and again. Here are our six tips on great contact centre leadership.
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 readingDoes Better Customer Service Really Increase Costs?
Do contact centre costs increase when staff focus on improving first call resolution rather than average call time and no of calls?
Continue readingCreating and Measuring KPIs in Your Contact Centre
How to assess which KPIs are really the most important when it comes to maintaining effectiveness and managing efficiency.
Continue reading