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Industry News

From Call Centre Helper

The UK's most popular call centre magazine
Quality Assurance (QA) is a business process that ensures products and services meet an internally agreed standard. In the contact centre, QA usually refers to monitoring agents’ interactions with customers, making sure processes are followed and seeking improvements. Coaching and […]
According to our poll, one in five contact centres update their customer journey maps every month, with customer feedback. This confirms the sharp rise of interest in customer journey mapping, with only 22% of contact centres either not updating their maps […]
Frank Sherlock explains why ‘omnichannel’ is no longer just a buzzword and how it can provide next generation customer experience.  I just attended the CCW 2017 Conference and the main theme, “NextGen Customer Contact: Delivering a connected customer journey through […]