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How to Set Customer Expectations for Service Delivery

In our rapidly changing world where customers can leave online reviews or let all their followers know about their experience with your business in a matter of minutes, setting and managing [...]

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What Is Occupancy Rate & Why Does It Matter?

Occupancy rate is one of the most widely used metrics in contact centres – and for good reason. It gives you an idea of what your agents are doing on a day-to-day basis and how much time they [...]

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Everything You Need to Know About Average Speed of Answer (ASA)

Key Product Indicators (KPIs) are essential in any business. It can be tricky to apply metrics to customer satisfaction, however, Average Speed of Answer (ASA) is a great way to quantify how [...]

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5 Ways to Boost Agent Satisfaction in Your Contact Centre

Agents are one of the most valuable assets that contact centres have. They are on the front lines of these organizations and are responsible for developing a strong rapport with customers. Having [...]

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What is Customer-Centricity? The Importance of a Customer-Oriented Business Approach

Customer-centricity is a term that’s thrown around a lot in the business world nowadays. If you ask any CEO whether their business is customer-centric, they will likely answer with a resounding [...]