Daniel is the author of numerous articles, many of which we have published here on CX Central and Daniel’s articles are continually amongst the most read we publish!
In a wide-ranging and entertaining conversation, Daniel reveals some great insight into the current challenges the CX industry faces as well as some practical tips and advice for both call centre Team Leaders through to Senior Executives.
Topics covered include:
- The accidental call centre career
- The changing landscape of call centres
- The use of Average Handling Time (AHT)
- Best ways to measure performance
- The demands on call centre agents
- Who has the toughest role in the call centre?
- Tips for Team Leaders and Senior Managers
- The future of call centres, is there one?
- Outsourcing and offshoring