The Biggest Mistakes Call Centres Make

By |October 22nd, 2013|

by Jed Hewson

It’s a fact: a call centre can either be your best tool for improving customer relationships, or the thorn in your side. After all, your contact centre is your “shop window” – it’s the first point of call when a customer experiences a problem, has a query or would like to purchase a

Is Self-Service doing the call centre a disservice?

By |October 22nd, 2013|

by Jed Hewson

The effects of the global recession was keenly felt in call centres, with managers and IT under increasing pressure to lower costs, but some of the tactics may be doing more harm than good.

Staff costs are, of course, the most significant expenditure in any call centre and in an effort to reduce these