Executives

Customer Experience is THE brand differentiator

We’ve all heard it. What gives? We’ve all seen the reports and the studies and the statistics that “customer experience is the next… battlefield, competitive battleground, competitive advantage, competitive frontier, marketing, ___ [fill in the blank].” I recently saw a

The myth of call centre industry standards
Executives

The myth of call centre industry standards

Are you looking for call centre industry standards? Our article explores whether they truly exist and challenges the thinking behind some common practices providing some practical examples to common call centre metrics like grade of service.

Average Handling Time Metric in the call centre
Executives

Is it time to kill the Average Handle Time Metric?

Mounting evidence suggests its time to let go of your We have all heard the business mantra “you can’t manage what you don’t measure,” and while this is true, an incorrect focus on specific contact centre metrics is the quickest

Executives

4 Call Centre Myths debunked

Call centre myths plague the broader business community so we hit back with some hard facts on why a call centres are a critical part of any business.