by Garry Gormley | Dec 7, 2020 | Uncategorized
With typically 2-3% of most customer interactions being monitored by your Quality Assurance function you can see why some contact centres are moving towards implementing speech analytics as a tool. But how do you make sure that the new Speech Analytics tool doesn’t...
by Garry Gormley | Dec 2, 2020 | Uncategorized
So, you’re setting up a new contact Centre….. In this article we look at some of the key considerations for someone who wants to set up a contact centre, you might be growing in numbers and now is the time to embrace new technology and develop your...
by Garry Gormley | Nov 10, 2020 | Uncategorized
The Contact centre in it’s truest form has been around since the early 50’s and mid 60’s with the introduction of Automatic Call Distributors (ACD) it enabled what we now know as our more “traditional” call and contact centre environments, the ability to direct large...
by AlanM | Aug 26, 2019 | Uncategorized
As a contact centre business consultant, I’m always intrigued when I call a contact centre to see how the service they are offering stacks up, last week I had the pleasure of waiting over 30 minutes for Virgin media to answer the phone for me to add a voicemail...
by AlanM | Jul 18, 2019 | Uncategorized
What are the things that keep your client awake at night? What are your clients pain points? A lot of sales consultants talk about client pain points as a means to sell and whilst this is a valid technique, I like to think of sales people more as stress busters then...
by AlanM | Jul 1, 2019 | Uncategorized
More and more employers are switching on to the fact that higher engagement levels in the workplace drive a more positive customer experience and therefore more likely to have a positive impact in your business’s bottom line in fact Forbes’s insight from 2018 suggests...
