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Showing 1 to 15 of 2134 Articles
Look After Your Customer – Or Cry, Says Merchants
Customer experience has become the top strategic differentiator for organisations globally, particularly for industries where products and services are fast becoming commoditised and they can no longer serve as a differentiator.
Published: October 28, 2016
The Customer Journey Revisited – Three Tips for Achieving Customer Value and Growth
Magnus Geverts at Teleopti looks more closely at raising the customer service bar in contact centers
Published: October 26, 2016
A Day in the Life of a Team Leader
ContactCentreWorld.com recently asked some of its members if they could write a brief essay about what it's like to work in their contact centre for a day. Alfred Yap tells us his story about working in the Customer Service Department for NTUC Income in Singapore.
Published: October 25, 2016
A Day in the Life of a Customer Service Officer By Catherine Villa in Singapore
Catherine Villa, a Customer Service Officer with NTUC Income Contact Centre in Singapore shares her story with ContactCentreWorld.com on what it's like to work in her shoes for a day.
Published: October 24, 2016
A Day in the Life of a Customer Service Officer
Noemi Gaudia, a Customer Service Officer with NTUC Income in Singapore answered the call by ContactCenterWorld.com to tell us her story. We asked her for a brief essay describing what a day in her life in the contact centre looks and feels like from her perspective.
Published: October 21, 2016
Whirlpool's Claudia Hawkins Aims For Gold At World Championships
Claudia Hawkins with Whirlpool Corporation presented and won a Gold medal at the America's Regional Championships in the category of Best Sales Campaign. Now she has higher goals of winning a Gold medal at the upcoming World Championships happening in Las Vegas from November 7th to the 11th.
Published: October 17, 2016
A Day In The Life Of Nompumelelo Dlamini in South Africa
Nompumelelo Dlamini is the 2016 Top Ranking Performers Award Winner for Best Customer Service Professional in E.M.E.A. ContactCenterWorld.com asked her to provide us with more insight into her as a person and her role as she takes us through A Day In The Life Of Nompumelelo Dlamini of MultiChoice South Africa.
Published: October 12, 2016
Key Features You Should Look for In Any Workforce Management Solution
Whether you are looking for your firm’s first WFM solution or you’re looking for your organization’s next solution, there are 11 key features you should look for when considering Workforce Management products and providers.
Published: October 10, 2016
Keys to Improving Agent Retention in Your Contact Center(s)
Your approach to workforce management and the systems you use can play a vital role in keeping team members motivated, while increasing loyalty, engagement and job satisfaction.
Published: October 3, 2016
Live Chat Best Practices
In a world fueled by technology and a culture plagued by busy-ness, where many people turn to texting and instant messaging as their first route of communication, it makes sense why live chat is a growing channel for customer support.
Published: September 30, 2016
A Day In The Life Of Connie Barrow, Operations Director At Armchair Call Handling
Connie Barrow, an Operations Director with Armchair Call Handling in the U.K. took time out of her busy schedule to allow us in. She writes about what occurs in a typical day within her job in Andover, Hampshire.
Published: September 28, 2016
A Day In The Life Of Team Leader Dennis Ong Of NTUC Income In Singapore
Dennis Ong is a Team Leader for the company NTUC Income in Singapore. ContactCentreWorld.com asked some of its members to contribute an essay based on "A Day In The Life Of" just to try and share a better perspective of what others do in the Contact Centre realm from different parts of the world.
Published: September 26, 2016
Major Achievement Earned for South African Contact Centre Company
Workforce Planner Gert Jacobs earned himself a second place finish at the Top Ranking Performers Awards in London. He admits he walked away with more than just a silver medal and garnered a ton of industry knowledge through the massive amounts of information shared during the event.
Published: September 23, 2016
Retailers’ Top 5 Priorities for Enhancing Shopper Experience
Retail success is now being driven by a set of new measures.
Published: September 19, 2016
Final Day of International Contact Center Week
It's been a fantastic world wide celebration of the contact center industry throughout International Contact Center Week presented by ContactCenterWorld.com and powered by TopPlace2Work.com. Today is awards day where you can celebrate your co-workers achievements in fun activities throughout the week. Here are some ideas on how to wrap-up the week and thank you for all of your
Published: September 17, 2016