Contact centre metrics

19th Mar 2020
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Top outsourced customer care RFP resources

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6th Jan 2020
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Unraveling the tangled vines of omnichannel care

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Contact centre metrics
Data analytics
Contact centres
31st Dec 2019

9 ways call centre data can improve engagement

6th Nov 2019
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The true cost of your in-house contact centre

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Contact centre metrics
17th Oct 2019
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How to shortlist potential contact centre partners

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Contact centre metrics
Agent self-scoring
Contact centres
10th Oct 2019

How to introduce agent self-scoring evaluations

1st Oct 2019
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Ease the pain of scaling your contact centre

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Contact centre metrics
6th Sep 2019
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In-house vs outsourced customer service

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Contact centre metrics
Contact centre agent
Contact centres
19th Jul 2019
6 comments

Why it's time to change our call centre metrics

31st May 2019
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A guide to on-site contact centre visits

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Contact centre metrics
22nd May 2019
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Channel orchestration: Cut waste, increase CSAT

By Regional VP International Markets
Contact centre metrics
15th Apr 2019
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Rising call handling times - a cause for concern?

By Principal Consultant - Customer Op's...
Contact centre metrics
Plane holiday customer service
Contact centres
9th Apr 2019

Service strategy lessons from Virgin Holidays

Phones feedback
Contact centres
28th Mar 2019
1 comment

How The White Company collects & uses feedback