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Below is a list of our articles, click the title to view the full article.
A focus on improving call handling can increase performance by up to 50%, without impacting customer service levels, as well as lead to stronger customer satisfaction and reduced customer service costs...
From my personal experience of working with UK contact centres and help desks I believe that strong leadership is vital in delivering the customer service excellence. At least 60% of the problems could possibly disappear over-night with the right individual on top driving and motivating the teams...
- 9 top tips: How to deliver customer service excellence and reduce costs during the economic downturn
From our experience, by accomplishing these nine steps you can reduce customer service costs while improving customer satisfaction and loyalty in your service operations...
The objective of these call centre tips is to outline how you can apply self service to reduce contact handling staff costs by up to 50% while improving contact centre performance, customer satisfaction and loyalty during the economic downturn...
Today’s primarily phone-centric contact centre will become a thing of the past in the next ten years with ever changing communication devices and always connected communications habits of today’s younger generation of consumers who will become the dominant customer base of many organisations...
By measuring these targets you can use them to benchmark against your competitors in the UK and abroad, identify performance gaps and define actions to resolve them.
While unified communications sounds like a dream come true for contact handling teams, technology is only one part of the solution. “People’s training and processes to manage the effective multi-channel communication need to be addressed to make this work effectively"....