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SHARING NEWS, IDEAS, THOUGHTS AND ADVICE AROUND THE WORLD OF HR!
OpsTalent Tips: ACD stats have got to go!
Overly relaying on ACD statistics has been the bane of contact centres for far too long – Average Handle Time, Service Level etc. are all easy to measure but mainly focus on time factors and not the quality of service provided. Often, targets set for each ACD metric urge the contact centre agent to rush...
The latest report from Gartner is up.
Magic Quadrant Report for CRM Web Customer Service. The report takes a close-up look of the whole Customer Service Application market and examines the technology uses by companies that operate in this area. Download your copy...
OpsTalent Tips: Branch out – don’t stick to the same channel.
Many contact centres make the mistake of always sticking to the same channel the customer query came from. Sometimes a single outbound call can resolve a particular issue quickly, other times a customer won’t be available for phone calls – adjust and pick the best communication channel for the customer. Branch out and don’t be...
Recognizing Service-orientated Candidates
In order to embrace the customer centric business model, enterprises need to hire customer-oriented employees, whose natural drive towards pleasing the customer and exceeding expectations is high. There is no such thing as “perfect” employee, but you can filter potential candidates depending on their natural inclination towards customer service. These traits are a clear sign...
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