Tag: First Contact Resolution

Follow the Customer Journey through the Contact Centre and Beyond

The highest value contact centre in the world is not a contact centre. Contact centres have been very successful at collecting statistics on the number of calls received, how long it takes to answer calls and the time to resolve callers’ requests.  However, the contact centre can only measure what it sees rather than the…

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Mid Market Call & Contact Centres

To deliver customer service excellence, it is imperative that organisations understand their customers and review their experience of interacting with the business. ​This means plotting the various potential customer journeys through the business, not just those that pass through the call centre. Analytics lie at the heart of any business and remain the leading factor…

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Do You Understand Your Customers’ Journey Through the Entire Business?

​To deliver customer service excellence, it is imperative that organisations understand their customers and review their experience of interacting with the business. This means plotting the various potential customer journeys through the business, not just those that pass through the call centre. Analytics lie at the heart of any business and remain the leading factor…

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5 Key Steps to Making Big Data Work for SMEs

Big data for SMEs is all about joining up various sources of data and using it to improve productivity and profitability. With accessibility via the cloud, big data enables smaller business to take advantage of the tools that were previously only available to larger corporates. Big data is basically a repository of information drawn from…

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Are you maximising your investment in IP telephony?

According to a recent report from technology research firm Frost & Sullivan, hosted IP telephony and unified communications and collaboration (UCC) have reached mass adoption, as organisations increasingly turn to cloud infrastructure.  Both small and larger organisations are driving this phenomenal growth in IP telephony as they use it to boost productivity, enhance flexibility and…

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