Olle Düring, CEO of Teleopti outlines three steps to put the Voice of the Employee at the heart of your contact centre… According to world-leading industry analysts Gartner,[i] “organizations need to assess the potential needs, expectations and aspirations of the next generation of employees within their contact centers. The impact a motivated and engaged employee can have, not just on operational performance but also on the customer experience, should not be underestimated.” Continue reading Workforce Engagement Management – what does it really mean?
Customer engagement centres must develop a robust self-service platform in order to deliver a strong customer experience and deliver an effective omni-channel experience. This is according to Stephen Ball of Aspect Software, a global provider of fully-integrated consumer engagement, workforce optimisation and self-service solutions. Continue reading Robust self-service platform now essential in the modern customer engagement centre, says Aspect
Thomas Rødseth, VP of Product & Marketing at Intelecom, says it’s time to follow the lead of smart, successful organisations with a fresh approach to Quality Management… For years quality management (QM) has remained stuck in a time bubble while the world has moved on. How often have customers complained that your agents sound like robots reading off a script or they feel hurried as agents try to get them off the phone as quickly as possible? Continue reading Five Steps to Reinventing Quality Management in Contact Centres
Guest Post by mplsystems: As a consumer, a couple of weeks ago, I purchased a product (the details of which are not important) from a well-known and large in size retail brand. While using it in it’s fairly new state, part of it broke, proving the product as faulty and delivering a poor customer experience. After spending a fair amount of money on this product, I was left feeling short-changed and so decided to complain to their customer service department. Continue reading One Customer, How Many Agents?
Routing customer queries to the best skilled agent to deal with them is the foundation of every contact centre. As consumers continue to increase the amount of channels they communicate with the company via, it becomes increasingly difficult, and yet crucial, for contact centres to assign them in a timely manner. For example: after speaking to an agent on web chat, the customer would expect to have their query routed to the same agent on the phone later down the line. Continue reading The Future of Intelligent Customer Routing