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Using Predictive Customer Service to Improve Satisfaction

April 3, 2017

This article explains how predictive customer service can improve satisfaction in call centers. We delve into the tactics if predictive customer service to teach you how to address your clients concerns even before they know they have them.

Read full article on: ContactCenterWorld.com - article

Where Does the Customer Journey Begin in the Contact Centre?

April 3, 2017

Jenny Dempsey gives her insights into the customer journey and notes what the contact centre can do to improve it. A recent (fake) news story caught my eye: “Man becomes professional pianist after calling his internet provider and waiting on hold […]

Read full article on: Call Centre Helper Author: Charlie Mitchell

Quality Scores: The Most Popular Method of Assessing Agent Performance

April 3, 2017

According to our poll, 68% of contact centres are now using quality scores to judge agents on their performance and engagement levels. However, it is likely that these contact centres are not using quality scores alone, with 62% using manual monitoring […]

Read full article on: Call Centre Helper Author: Charlie Mitchell

The Customer Engagement Centre – Service Without Boundaries

April 3, 2017

Stephen Ball defines the Customer Engagement Centre and details how it can help to exceed the changing expectations of customers. When it comes to customer service, the traditional contact centre has undergone a significant revolution in the last few years. From being […]

Read full article on: Call Centre Helper Author: Charlie Mitchell

5 Ways to Navigate the Maze of a Challenging Phone Call

April 3, 2017

A difficult call is like a maze, daunting from the outside and even more so when you are in the middle of one, but there is a way through

Read full article on: Call Centre Helper Author: Charlie Mitchell

The State of Workforce Management in Contact Centres – Infographic

April 3, 2017

Business Systems wanted to find out how far contact centres have come in incorporating Workforce Management into their operation, so we asked 100 contact centre professionals what they thought. So is it finally ‘Game On’ for Workforce Management? As well […]

Read full article on: Call Centre Helper