HR GENIUS BLOG

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

Does “queue time” really impact customer loyalty or satisfaction?

Does “queue time” really impact customer loyalty or satisfaction? Queue time is one of the many metrics contact centre mangers optimize their staffing models around. Simply put,  this metric measures the time the average customers spends waiting in queue for an employee to answer his query. This simple metric has many names within the multi-lingual contact centre industry; average wait time, average speed to...

You can’t just swipe the complaints under a rug in the digital age.

You can’t just swipe the complaints under a rug in the digital age. Keeping a complaint quiet in the digital age is unrealistic, so unrealistic that it boggles our minds when news of such actions (and their inevitable failure) surface. Let’s not forget that it will backfire and tarnish (or even destroy) any credibility the brand has online. In case of a complaint, 19% of internet users would...

The call recording rush should never go away!

The call recording rush should never go away! Call recordings are a “gold mine” of ideas and insight, contact centre managers simply can’t afford to omit such an easy to filter information stream. Regular listening sessions should be a priority for all tiers of management. Pinpointing customer service issues, process hick-ups and highlighting those “closing the deal” moments will become a second nature...

Perhaps we are trying to measure the wrong things.

Perhaps we are trying to measure the wrong things. Social media is here to stay, there is no doubt about it. Most of the time representatives are having a hard time getting the upper management involved, and explaining how social media ROI works seems at times an impossible task. Maybe we should take a step back and stop perceiving social media as the “end-all,...