Contact centres

1
Why do we focus on the performance of contact centre agents at the bottom and the top, but rarely the middle? Think about which employees...
Average handling time has attracted a bad reputation. But with the service landscape changing, it shouldn't be ignored. Average handling...
Scaling up contact centres for critical and seasonal events is a known necessity for contract centres, yet many still struggle to meet the...
1
There has been enormous growth in customer use of social media and chat for service queries. So what is the future for phones? Is there a...