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The importance of understanding which factors impact your business metrics

Recently in the news there have been stories about an emergency services call centre department which has allegedly managed to manipulate its metrics by getting staff to make calls to the service themselves during the quietest periods. By answering these calls quickly, they were able to artificially adjust the overall wait time and counter for

Who comes first, the employee or the customer?

I was visiting a client last week and we started talking about the recent trend in customer experience which suggests that customers should come first over everything else. Over profits and stakeholders, over processes and policies and over employees. Although this sort of thinking has the right intentions, I think it’s a little misguided and

Who comes first, the employee or the customer?

I was visiting a client last week and we started talking about the recent trend in customer experience which suggests that customers should come first over everything else. Over profits and stakeholders, over processes and policies and over employees. Although this sort of thinking has the right intentions, I think it’s a little misguided and

Your call is important to us

It's the original queue message: "your call is important to us, please continue to hold and we will answer your call as soon as possible". It tells you that you are a valued customer and the contact centre you are calling is trying to get round to your call. Or does it? "Your call is

The next step in KPIs

Targets or goals, objectives or Key Performance Indicators (KPIs)... All contact centres have them and all operational leads are trying to make sure they're concentrating on the right ones. But with so many different things going on in most contact centres, it's difficult to know which ones to aim for, and all too easy to

‘Everybody’ customer interaction

The experience of going through security in airports is not usually something that people would look forward to or enjoy, but I have been really impressed lately with the introduction of the "how was your experience today?" machine which now sits at the end of most airports security gates. If you haven’t seen these machines

We've always done it this way

A few weeks ago I offered to give a colleague a lift to work as we come from roughly the same place and their car was having some work done. On the way to the office I made a turn and was asked by my passenger why I was going this direction? They obviously didn’t