A collection of articles and expert insights into industries and contact centre services.
If there’s one takeaway from how COVID-19 impacted work life, it’s that work-from-home practices are here to stay! But, along with the benefits of working from home come a new set of challenges for employers. For example, how to keep employees engaged with reduced face-to-face contact? How do we ensure our employees are happy? How do we create a work culture when we don’t see each other?
Priority population groups often require a higher level of service. Therefore, making provisions for them in the channels offered and the type of service provided is critical.
By taking the customer seriously, customer service representatives can make customers feel heard and form positive customer experiences that enhance customer satisfaction. Call centre customer satisfaction is a critical success indicator used to measure the success of services and products to know how well an organisation is engaging with their customers.
Since 2020 Australia has faced a series of emergencies ranging from unprecedented fires & flash floods to a global pandemic. While we all hope that the worst of it is behind us, it is not enough to face these devastating events without a plan of action. In preparation, organisations nationwide and globally are taking the opportunity to plan and prepare for whatever comes next.
Most people won’t come across case management until they’re trying to deal with an issue like talking to a network provider or their bank about some questionable charges. But the reality is that good case managers provide vital ongoing support and are responsible for ensuring that high quality solutions are found for immensely complicated situations.
As we deal with the new business landscape that has been thrust upon us by the impact of our increasingly turbulent world, more businesses are making use of Outsourcing providers. But what really is Call Centre Outsourcing and how can it benefit your organization?