Tag Archives: agent productivity

Posts Tagged ‘agent productivity’

How to Achieve Astonishing Customer Service

Failing to deliver on service can be extremely costly. 93% of people will take action following an inadequate experience. US Businesses felt the truth of it reporting a $41 Billion loss each year due to poor customer service. With a … Continue reading

Posted in Customer Experience, Customer Interaction | Tagged , , , | Leave a comment

Gamification – To Gamify or Not to Gamify

INCREASE MOTIVATION AND DRIVE PERFORMANCE WITHIN YOUR TEAM. Keeping staff engaged at all times, or even for good part of the working day can be challenging, especially in the contact centre environment, where tasks are repetitive and the day is … Continue reading

Posted in Workforce Management | Tagged , , | Leave a comment

Measuring agent productivity – the easy way

[Last Updated: January 2018] As the saying goes if you can’t measure it you can’t improve it and one of the biggest challenges a contact centre faces is the ability to measure agent productivity. Why? Because there are so many … Continue reading

Posted in Contact Centre Optimisation | Tagged , , | 1 Comment

Using voice technology to go the extra mile

[Last Updated: August 2016] As with any other sector, travel & transport is a competitive industry and companies can choose to compete on price, offering the best package deals and rates or on customer service to help differentiate their offering. … Continue reading

Posted in Call Recording Technology, Contact Centre Optimisation, Customer Service Call Recording | Tagged , , , , | Leave a comment