As contact centres become ever-more-essential business assets, the measures used to evaluate their performance need to evolve apace, write Customer Science CEO Todd Gorsuch and Crayon IQ founder Audrey William. Have recent years seen your organisation become ever more reliant on its contact centre to disseminate information, deal with all manner of customer interactions and …
Is reducing overheads and outgoings one of your aims for the upcoming year? For many Australian businesses, the answer is yes. Faced with challenging economic conditions, enterprises are searching for savings to help them maintain profitability and, indeed, stay afloat. This year has seen a spike in insolvencies, with rising costs, weak growth in demand …
Contact centres are becoming the frontline of brand experience and key to delivering value to the organisation and their customers. Here’s how forward-thinking organisations are getting it right in transforming contact centres into strategic assets. In today’s times, Australian businesses are well and truly alive to the advantages a high functioning contact centre can confer. …
Is boosting customer satisfaction and loyalty a top-of-agenda item for your business in the new year? If you answered in the affirmative, join the club. In recent years, Australian business leaders and decision makers have become alive to the fact that a quality offering is no longer enough to attract and retain a loyal customer …