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from The Welsh Contact Centre Forum

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Only 18% of contact centres measure Customer Effort. Poll – “Do you measure Customer Effort?” – answers Yes – 18% Not sure – 29% No – 53% Source: Call Centre Helper Webinar Poll – Webinar: Best Practices in Improving Call Centre Performance     Sample […]
Customer Service Experience Some of my clients have mentioned to me that social media gives customers such an upper hand. One even mentioned that he felt that his customers are holding his company hostage. These clients are concerned that if […]
Our readers and panel of experts share their top tips for getting the very best out of your contact centre metrics. 1. Always ask yourself “what are we going to do with this information?” Before adding new metrics to the […]

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