News

The CCA promoted the need for continual improvement and how to encourage this across all levels in the contact centre, from individual agents to management. Key elements in the evolution of the CCA global standard were discussed, which encompass standards and practices that when adopted by members, produce real and quantifiable results.

The overall message, backed up by industry reports showed that organisations must implement and support a programme of continual improvement if they are to meet the service level expectations of their customers.

It is the organisations that have recognised and adopted these changes most readily that are making the biggest gains in customer satisfaction and as a consequence, the associated business wins. Sadly, those organisations that are not embracing the changes fast enough, are getting left further behind as customer expectation continues to rise and so the gap between the two gets bigger. The message that improvement programs need sustained time, effort and energy in order to reach the necessary standards was clear.

The CCA gave practical advice on key areas such as recruitment, developing skill-sets and building knowledge. The emphasis being, that measurement and analysis in this process produced effective results but buy-in and involvement at all staff levels was necessary for the process to work.

Read about what Paul Cooper, Director at ICS reported on industry trends shown from recent research. He talked about customer trends and how barriers to moving to new suppliers are becoming no more painful than a mouse click away.