HR GENIUS BLOG

SHARING NEWS, IDEAS, THOUGHTS AND ADVICE AROUND THE WORLD OF HR!

Obsolete back-office management responsible for contact centre slow down.

Obsolete back-office management responsible for contact centre slow down. Rostrvm Solutions’ latest survey of contact centres has found the culprit responsible for slow down within the industry – the “war” rages on, and staff productivity is the first to fall as contact centre employees fight a battle of attrition against the overwhelming forces of obsolete back-office management. Highlighted problems: 70% of call centres rely...

Data Protection guidelines should not be in the way of great customer experience!

Data Protection guidelines should not be in the way of great customer experience! The shenanigans some companies manage to pull out in the name of compliance, particularly with Data Protection guidelines is astonishing. Guidelines are just that, don’t be afraid to change or adjust the bizarre ones if they tend to get in the way of providing great customer experience. No one likes to jump through additional hoops,...

The real value of FCR.

The real value of FCR. The more satisfied the customer, the more loyal they’ll be that is why the contact centre industry needs to embrace customer centricity. It’s not mystery that first contact resolution is one of the main drivers for customer satisfaction. Even the smallest improvements  to first contact resolution (FCR) have impact on increasing customer satisfaction, at a...

Holiday planning season is upon us, use it as a motivator for your staff!

Holiday planning season is upon us, use it as a motivator for your staff! If you want to motivate your contact centre staff make booking holidays as easy as possible for them. There are multiple options to choose from, and all of them could work is a dynamic environment of a multi-lingual contact centre. For example you could use the “2 months in advance” policy, which would provide the...