While the range of contact centre media channels has expanded to accommodate demand, the benefit to customers, agents, and organisations often remains unclear.
While the range of contact centre media channels has expanded to accommodate demand, the benefit to customers, agents, and organisations often remains unclear.
Research indicates that higher customer satisfaction results when callers are able to resolve their issues on their first call to customer service.
No one wins when failure to achieve ROI targets becomes a finger-pointing exercise between contact centre management and technology vendors.
There are still contact centres that are reluctant to adopt a cloud-based approach for a variety of reasons. Here’s why they should…
Successful contact centre resource management demands the simultaneous development of skills, technologies, processes, and relationships
The Scout movement, the motto “Be Prepared” is just as appropriate when it comes to Contact Centre Team Leaders conducting coaching with their Agents.
For effective and efficient management of a multimedia contact centre unified routing will deliver all of the benefits it promises.
From the moment your customer interacts with your organisation, maintain a history of how you have serviced them and use this to continually improve on future interactions
Research indicates that higher customer satisfaction results when callers are able to resolve their issues on their first call to customer service.
“A multi-channel customer interaction strategy can only achieve optimal efficiency, improve customer service, and build departmental engagement when it recognises and leverages channel strengths within an integrated strategy.”
QPC delivers innovative service and solutions that improve customer contact. We work with you to solve problems so you can deliver your business goals
QPC | The Customer Contact Experts
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