call centres Tag

When I was a school boy an old English teacher - Mr Burrows - always insisted that the first sentence you write is the most important one of all; it sets the scene for the essay and must therefore entice the reader to persevere. If...

Preposterous. Of course it is.  Average Handling Time (AHT) has been the standard for measuring your contact centre’s performance since the oh so genuine “your call is important to us” phrase was invented.  It is mathematically impossible to achieve a state where your agents spend...

Call Centers play a vital role in customer satisfaction - so why do 75% of customers leave call center interactions frustrated? Our research explores why customers feel their needs are not being met. Get the white paper ...

I was in a meeting recently and one of the attendees dropped out at the last minute, not an interesting occurrence I admit, until someone asked what his job title was and the reply came ‘oh he’s in Customer Avoidance’! Now it would be unfair...

In the UK there are reckoned to be around 750,000 people employed in call centres[1], with around a third of those dedicated to outbound calling. That’s 4% of the UK working population, a percentage pretty much matched in the US, France, Germany and most other...