Hints, tips and other morsels of advice to help bring out the best in your contact centre.
Thu, Apr 23, 2009
As competition intensifies in the face of falling customer spending, making it easier for customers to order or call your contact centre when they are most keen to buy can make a real difference to your results.
Thu, Apr 23, 2009
Managing the peaks and troughs of call volume can be a painful task as unexpected peaks can often throw inbound call centres into chaos. This can also lead to unsatisfied and often irate customers who experience “longer than expected” wait times. On the flip-side, troughs equal under-utilised staff, reduction in efficiency, productivity and negatively impact the bottom line.
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