Top 10 Tips for Creating Contact Centre Excellence
Whatever the main objectives are for a contact/call centre, they probably have something to do with communicating a service or product, providing assistance, or gaining customer information. But what is it that really makes a contact centre successful in what it does? The modern consensus seems to be that a holistic approach is more important than focusing solely on KPIs like ASR and First Call Resolution. Indeed, only focusing on such factors can severely limit a call centre’s potential. In reality a successful contact centre incorporates good practice in all areas. Read on to find our top 10 tips for creating contact centre excellence by keeping the bigger picture in mind.
Read more