CX Central Articles - Page 44 of 71 - Expert tips, insight, ideas and data!

A guide to call centre work from home models

Call Centre Work From Home Guide

October 11, 2016 Last Updated: December 16, 2023
Justin Tippett

Implementing a call centre work from home workforce can provide plenty of benefits but you need to consider these six things before you get started.

The best KPIs to measure call centre success

The 5 best KPIs to measure call centre success

October 10, 2016 Last Updated: June 18, 2021
Justin

With so much data and potential metrics available in a call centre it can be overwhelming trying to work out which KPIs should be used to measure success. Thankfully we’ve got the the 5 best KPIs to measure call centre success that are used all over the world.

Why you should stop looking at your computer screen

October 7, 2016 Last Updated: January 4, 2020
Simon Blair

It probably goes against all the advice you’ve ever received but there is a good reason why call centre agents should stop looking at your computer screen.

why multichannel agents are less productive in the call centre

Why Channel Blending reduces productivity

October 6, 2016 Last Updated: March 20, 2020
Daniel Ord

In the push to omnichannel, we expect call centre agents to handle everything but channel blending is reducing agent productivity as Daniel Ord explains.

7 types of call centre customers we’ve all had to deal with!

October 5, 2016 Last Updated: December 30, 2019
Sinelle Ann Fernandez

When you work in a call centre for any length of time you start to notice things… We’ve classified the 7 types of call centre customers we love and hate.

9 Recommendations for implementing NPS

October 4, 2016 Last Updated: December 16, 2023
Bruce Temkin

If you are using, or thinking of implementing NPS (Net Promoter Scores) we share 9 recommendations for implementing NPS Into your business to measure (and improve) the customer experience.

4 Questions to ask before launching live chat

4 common questions when launching live chat

October 3, 2016 Last Updated: December 16, 2023
Carolyn Blunt

We’ve got the 4 of the most common questions (and answers!) when launching live chat into your business helping you to improve the customer experience, lower costs and increase sales.

Another 300 Telstra jobs gone to improve customer service

September 30, 2016 Last Updated: August 30, 2020
Justin

Another 300 Telstra jobs gone from their back-office which Telstra claim is actually going to help improve their customer service…

The three customer needs you must get right

September 29, 2016 Last Updated: March 10, 2020
Simon Blair

If you’re looking for ways for your CX to stand out from the crowd, understanding and executing these three customer needs is a mandatory requirement.