When you focus entirely on the number of customers you serve, you can lose sight of the bigger picture. Ask: have you delivered meaningful outcomes for them?
Contact centres are data gold mines. Here’s how to make sure you’re harnessing that data’s full potential to optimise customer experience and operational efficiency.
As you adopt a ‘hybrid’ digital-traditional approach to customer service, track these 6 metrics to get a holistic idea of performance – and drive meaningful improvement.
To ensure customer service staff are happy and productive, you need to foster a collaborative approach between digital and offline teams. Here’s how.
Customer effort is one of the most important measures you can use to understand customer experience performance. Here are 3 easy ways to reduce it.
Learn 3 ways you can use technology to support contact centre agents and foster a better work environment – while boosting customer satisfaction.
