Paul White argues that multi-skilling agents, rather than worrying about staffing for web chat is the better option when it comes to cost effectiveness and employee engagement.
I am often asked what are the best social customer service metrics for performance, and the answer really depends on what your organisation wants to achieve, says Martin Hill-Wilson.
Addenbrooke’s Hospital: benchmarking customer service for superior care
Georgina Smith, Comment Now, 15th April 2014
Georgina Smith, Operations Manager at Cambridge University Hospitals NHS Foundation Trust, talks to us about her contact centre’s experience with the customer service benchmarking programme.
European Call Centre & Customer Service Awards 2014 Finalists Announced
Lara Doyle, 1 Comment, 8th April 2014
We are delighted to announce the finalists of the 2014 European Call Centre & Customer Service Awards.
Andy Preston advises on the reasons for poor sales performance and how to spot it, manage it and eliminate it.
How visual IVR can help to improve customer experience and benefit the contact centre
Amir Sabo, Comment Now, 3rd April 2014
Amir Sabo discusses the benefits of visual IVR for the customer and the contact centre and how its ease-of-use and cost effectiveness might be a better option to traditional IVR.
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I've had such a great week congratulating all the finalist and getting them ready for the next stage ...
Hi Farah, I've fixed it. ...
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This article is a great example of how we should look after our front line agents and by doing so ca ...