View all blog posts by Oliver Clarke.
The process of call routing in call centres is where an incoming call is directed to a specified call centre agent and the respective queue they are placed into.
It’s no secret that Gen-Y is not like any generation before them. They have grown up as digital natives with technology and social platforms a key part of their lives.
Traditional contact centres need to adapt to meet the needs of an ever-changing environment - embrace omni-channel communications that genuinely manage customers experience end-to-end.
A business can be like a leaky bucket. Marketing teams work constantly to pour new customers in the top, spending time and money on campaigns, but if there are holes, customers are always going to leave and need to be replaced.
As the use of statistics becomes more commonplace, clued up organisations are using analytics. Here is a round-up of five common mistakes made when implementing Business Analytics and how they can be avoided.
Imagine you’ve finally finished packing your bags for that big overseas holidays. After months of planning, saving and researching, you’re finally ready to get on that plane and spend three weeks in paradise.
Donald Trump’s tweets throughout the recent Republican National Convention once again brought the issue of social media etiquette sharply into focus.
Ensuring customer loyalty is all about process. Create a seamless experience for your customers from first engagement, through the sales process and into after-care, and your business will reap the benefits of a loyal and satisfied customer base.
The upcoming Olympics in Rio might have been a little slow off the starting blocks but it could trigger a surge in overnight sales for online Australian retailers.
It is a fact of business that any company, no matter how well organised, will occasionally experience a service failure.This failure, whether big or small, can make or break relationships with customers.
