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During our webinar “Improving First Contact Resolution” our audience were asked “How do you measure First Contact Resolution?” Poll answers We don’t measure First Contact Resolution – 39% Post call survey – 13% Repeat contact reasons in CRM system – […]
We asked our readers to identify the latest trends hitting their contact centres. Upper management have started to prioritise quality over quantity Management have started to understand that quality measurements, including quality of service, are as important (if not more […]
Our panel of experts reveal the best ways to implement a true ‘channel of choice’ experience. Think carefully about how you respond to your customers Think carefully about how you respond to your customers – just because they emailed you […]
The 2015 Awards Shortlist has been announced
Due to high volume of entries there will be short a delay in announcing 2015 UK Customer Satisfaction Awards finalists
Report shows the gap in business’ measurement of customer experience means they don’t know what customers really want.