The challenge of competence and customer experience is becoming a critical component in the modern day call centre. Knowledgeable and discerning customer service is more important today than ever. Consumers can get rudimentary questions answered online. Shoppers are so proficient in gathering
The traditional KPI model of linking rewards to performance can be fraught with danger in a call centre if the KPIs aren’t set correctly. Our article explores the dangers and provides you with some helpful advice on setting the right expectations in your business.
The demise of the corporate call centre may arrive soon than you think. As technology advances and speed and ease of access become increasingly important to our customers, which elements of the traditional contact centre will stand the test of