Contact Centre Optimisation

Real Time Guidance and Automation technology has been developed primarily for contact centres to help agents more effectively handle inbound customer calls. Phone interactions with customers can involve a number of complex enquiries, and agents might not always have the correct information (at that very moment) to handle the call in the best possible way. This is where Real Time Guidance & Automation comes into play, ensuring your agents choose the most effective resolution path in real time, improving first...

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 time is closely monitored to ensure customers’ calls are promptly answered. According to the United States Bureau of Labor Statistics, the average annual agent turnover rate for contact centres varies between 30% and 45%, which leaves you with not enough...

[Last Updated: January 2018] As the saying goes if you can’t measure it you can’t improve it and one of the biggest challenges a contact centre faces is the ability to measure agent productivity. Why? Because there are so many different parameters to take into consideration when calculating an agents productivity that you are relying on consolidating stats and data from a number of different systems and sources to provide a single view of productivity. One size doesn't fit all...

[Last Updated: August 2016] As with any other sector, travel & transport is a competitive industry and companies can choose to compete on price, offering the best package deals and rates or on customer service to help differentiate their offering. Those companies that carry out both are more likely to achieve success leading to repeat bookings, loyal customer recommendations and great reviews. Organisations like Eurotunnel understand this and apply voice recording and agent coaching tools such as quality monitoring to...

************************************************************************************ CONTACT CENTRE GUIDE BLOG: 9/9 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 9th in the series below. With thanks to Wendy Brooks from Hemsley Fraser who provided the original article. *********************************************************************************** Since customer contact centres were first established in the 1990s, staff ‘training’ has followed a familiar pattern. At the heart of most...

************************************************************************************ 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 in the series below. With thanks to Steve O’Dell from Talent Q who provided the original article. ************************************************************************************ The average annual attrition rate in contact centres is 24%, according to workplace performance charity skills CFA’s Contact Centre Operations, Labour Market...

CONTACT CENTRE GUIDE BLOG: 7/9 - How to Power up Staff with Gamification 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. Our 7th blog is around Gamification. With thanks to Scott Buchanan from NICE Systems who provided the original article. The issue of employee engagement is a growing source of tension for service organisations. As customers increasingly resolve...

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 in the series below. With thanks to Mike Jeffries, Contact Centre Manager, Eclipse Marketing who provided the original article. There are many different metrics that enable us to measure the performance of a contact centre and one size certainly doesn’t fit...

CONTACT CENTRE GUIDE BLOG: 5/9MyCustomer.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 in the series below. If you’ve seen Tony Stark in action in the latest Iron Man movies accessing information using powerful touchscreens, voice control and gesture swipes, this isn’t far from reality. These technologies are real and increasingly relevant for the tasks being...

CONTACT CENTRE GUIDE BLOG: 4/9MyCustomer.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 4th in the series below. Outsourcing of contact centre services can be a very emotive issue and has suffered in the past from poor press and unhappy customers who value ‘a local service’. In spite of this it still remains an appealing option...

************************************************************************************ 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 in the series below. ************************************************************************************ The proportion of call centre seats in the cloud is expected to reach 18% by 2015 according to DMG Consulting. Although still not a huge number this is way up from just 2.2% in 2008....

CONTACT CENTRE GUIDE BLOG: 2/9 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 2nd in the series below. A big topic which can by no means be covered off in a single blog post, but we can offer some quick short, sharp insights to consider when creating or reviewing your contact centre strategy. There’s really...