There is no better gauge as to the importance of customer experience when engaging with a brand’s contact centre than the millions of social media complaints that consumers have about their experience.
If you’ve been in the contact centre space for more than a few hours, you’ve likely heard some version of the unofficial motto “Connecting the right interaction, to the right agent, at the right time.”
If you’re a manager within a sizable workforce, you’ve likely heard of gamification.
As the integration between human and technology becomes increasingly more unified and the bottom-line efficiency evolves by the day.
Many contact centres underestimate the importance of onboarding agents well and the challenges they encounter.
Turnover is a major concern in many contact centres. Between the monotonous daily routine and the work environment, many agents experience exhaustion and may choose to look elsewhere for work.
In the past year, businesses across the world have seen significant disruptions to their daily operations. For many industries, this has meant, changing the way they operate, enabling staff to
Managing a business in the current times, with online sales booming and working from home a reality, has never been more challenging.
Contact centre agents are on the front line of your customer service efforts, fielding customer questions, and requests while upholding your organisation’s values and standards.
If you want to facilitate an environment for your contact centre agents to succeed, you need to start coaching.
