Tag Archives: Contact Centre

Posts Tagged ‘Contact Centre’

How to Achieve Astonishing Customer Service

Posted on January 7, 2016 by Business Systems UK

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 agent productivity, Contact Centre, contact centre strategy, Customer Service | Leave a comment

Chris Rainsforth on customer experience today

Posted on December 3, 2015 by Business Systems UK

Chris Rainsforth, Senior Customer Contact Specialist at The Forum, talks to Business Systems about the state of customer experience today at this year’s National Quality & Customer Experience Conference. One of the key drivers for organisations is to deliver a … Continue reading →

Posted in Customer Experience | Tagged call quality monitoring, Contact Centre, Customer Service, workforce management, workforce planning, workforce scheduling | Leave a comment

How to get more out of your agent training

Posted on November 27, 2015 by Business Systems UK

When trying to meet and improve service level agreements, reviewing agents’ performance and providing adequate training is imperative for success. Unfortunately making time for agent training doesn’t always seem possible. Contact centres are notorious for being extremely busy and agent … Continue reading →

Posted in Call Recording Technology, Contact Centre Optimisation | Tagged call recording, Contact Centre, contact centre agent training, contact centre management, contact centre strategy | Leave a comment

10 Valuable Tips On Call Quality Monitoring

Posted on April 29, 2015 by Triana Atallah

A number of valuable insights were shared as a result of the webinar we hosted with Call Centre Helper on Best Practices in Call Quality Monitoring. Thanks to our brilliant speakers and enthusiastic audience participation, the team came away with … Continue reading →

Posted in Quality Monitoring | Tagged call quality monitoring, call quality monitoring best practices, Contact Centre, contact centre agent training, Speech Analytics | Leave a comment

How to Tackle Staff Attrition with Recruitment

Posted on November 4, 2014 by Business Systems UK

************************************************************************************ CONTACT CENTRE GUIDE BLOG: 8/9 MyCustomer.com recently published ‘The Contact Centre Guide’ which was sponsored by Business Systems. For those short on time, we created a series of blogs covering the highlights from each chapter. Please find the 8th … Continue reading →

Posted in Contact Centre Optimisation | Tagged Contact Centre, contact centre optimisation, contact centre recruitment, staff attrition | Leave a comment

How to Power Up Your Staff with Gamification

Posted on October 30, 2014 by Business Systems UK

************************************************************************************ CONTACT CENTRE GUIDE BLOG: 7/9 MyCustomer.com recently published ‘The Contact Centre Guide’ which was sponsored by Business Systems. For those short on time, we created a series of blogs covering the highlights from each chapter. Please find the 7th … Continue reading →

Posted in Contact Centre Optimisation, Workforce Management | Tagged Contact Centre, contact centre optimisation, gamification, workforce management | Leave a comment

Rethinking Contact Centre Metrics

Posted on October 22, 2014 by Business Systems UK

************************************************************************************ CONTACT CENTRE GUIDE BLOG: 6/9 MyCustomer.com recently published ‘The Contact Centre Guide’ which was sponsored by Business Systems. For those short on time, we created a series of blogs covering the highlights from each chapter. Please find the 6th … Continue reading →

Posted in Contact Centre Optimisation | Tagged Contact Centre, contact centre metrics, contact centre optimisation, quality monitoring | Leave a comment

Keeping your contact centre at the cutting edge of technology

Posted on October 15, 2014 by Business Systems UK

************************************************************************************ CONTACT CENTRE GUIDE BLOG: 5/9 MyCustomer.com recently published ‘The Contact Centre Guide’ which was sponsored by Business Systems. For those short on time, we created a series of blogs covering the highlights from each chapter. Please find the 5th … Continue reading →

Posted in Contact Centre Optimisation | Tagged Contact Centre, contact centre optimisation, mobile, Real-Time Guidance, Real-Time Monitoring, Speech Analytics, voice biometrics | Leave a comment

The Pro’s and Con’s of cloud based contact centres

Posted on September 26, 2014 by Business Systems UK

************************************************************************************ CONTACT CENTRE GUIDE BLOG: 3/9 MyCustomer.com recently published ‘The Contact Centre Guide’ which was sponsored by Business Systems. For those short on time, we created a series of blogs covering the highlights from each chapter. Please find the 3rd … Continue reading →

Posted in Contact Centre Optimisation | Tagged Cloud integration, cloud services, cloud technology, Contact Centre, contact centre optimisation, hosting, social media and the contact centre | Leave a comment

What are the most successful contact centres doing right?

Posted on August 19, 2014 by Business Systems UK

There was a lot of shared insight at the webinar we hosted back in May with Call Centre Helper and one of the stand out points for us was the recognition of the rise of the multi-channel contact centre yet … Continue reading →

Posted in Contact Centre Optimisation, Speech and Interaction Analytics | Tagged Agent feedback, Contact Centre, listening to your customers, Multi-channel Contact Centre, Speech Analytics, voice biometrics | Leave a comment

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