With roughly 70% of agents in the UK under 26, are we placing too much of an expectation on those young shoulders? And can empathy skills even be acquired in a short space of time rather than as part of a life long journey of experience and learning?
In a contact centre technology world now dominated by AI and multiple customer engagement channels, it’s essential that whatever we use to measure quality is looking at everything we do, all of the time.
With Summer 2023 now well and truly a thing of the past, focus for many now turns to how the last months of the year are due to plan out. The main worry for most is ensuring these last few months are productive ones.
The shorter days, the cold and the dark somehow manage to highlight the ongoing squeeze on employee finances as those long pay periods in the New Year are never relished.
Once again, the football transfer window was a busy one, a frenzy of activity to ensure that your squad is in the best possible shape for the season ahead. However, in contact centres we are dealing with transfers all year round and worryingly if they are inappropriate then the costs can be just as eye watering!”
Ofgem has just finished a brief consultation period on its proposals to improve standards of customer service and experience for domestic customers. The new standards are set to go live at the end of the year and will create new challenges for energy firms – and fresh opportunities for technology and outsourced service providers.