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Summer Musings #4 – QA Improvement

And finally, my last summer musing this year, but one which I hope will be of enormous benefit. In our contact centre consulting practice, the most frequent request we get, by far, is to audit an existing QA setup. And guess what, in every single call centre to date, there is not only room for […]

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Summer Musings #3 – New Ideas For Employee Engagement

This time I thought I would diversify somewhat by sharing the thoughts of one of the guest writers at our content partner, Contact Center Pipeline. Business expert, Ryan Hollenbeck of Verint covers the increasingly important topic of “Employee Engagement”, and especially how it is affecting contact centers at present, what actions Contact Center leaders need […]

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Summer Musings #2 – Are Your Agents Able To Do Their Jobs Properly?

Hi, and welcome to the second “summer musing”. In this, short question-style episode, I share some thoughts regarding Agent Training. Here’s how it works. Click here and you will be taken to a 6 slide powerpoint presentation. Following the title slide you are reminded of the main types of Agent Training required. These are as […]

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Summer Musings #1 – Does Your CSAT Need Fixing?

As we all know, business for many organisations slows down at this time of the year. Most people look to take a break of some description, and a major consequence is that much decision making gets delayed. So far, I am of course stating the obvious. For those who are around, many use this period […]