Contact Centre Definitions

Schedule adherence plays an important part in workforce planning and call centre performance. If the adherence rate is low, this could indicate a poor level of customer service.  What is … Read more “Schedule Adherence”

You want your business to do well and plan on setting goals to optimise your processes. But how can you reliably compare your current performance to your past performance? KPIs … Read more “Key Performance Indicators (KPIs)”

No matter what type of business you run or how good your staff are, most managers or owners would agree that there is always room for improvement. It would help … Read more “Performance Management”

Sales are what drives the engine of commerce. Without sales, there is no revenue, and without revenue, a business will not survive. But the missing link in that statement is … Read more “Cold Call”

In the vast majority of cases, our relationships with customers do not revolve around a single event. They’re ongoing, and they develop. Even if there may be a focus on … Read more “Proactive Customer Service”

If you run a business, then questions from your customers are inevitable. Questions range from simple queries to more complicated technical questions. They may be directed to staff in your … Read more “Knowledge Base”

If you’ve ever run a business, you’ll already understand the importance of customer satisfaction. If you can’t keep your customers happy, chances are they’ll take their custom elsewhere – which, … Read more “First Contact Resolution”

What is auto dialler? Auto diallers – sometimes also known as auto dialers, especially outside the United Kingdom – can be seriously useful for many businesses, particularly for sales.  We’re … Read more “Auto Dialler”

If you’re a call centre agent or perhaps a manager, you’re likely familiar with an ACD system. It’s the system that routes the caller to their desired destination in just … Read more “Automatic Call Distribution (ACD)”