How have call centres evolved in the last 25 years?
Contact centresHow have call centres evolved in 25 years?
View ArticleAnalytics is all about insights and efficiency
Anyone in the business of performance improvement, whether in commerce, sport, finance, or science, must start with measurement. Cold, hard... 4th Mar 2019 By Geoff Land Managing Director
View ArticleHow Booking.com maps employee journeys to improve customer journeys
Contact centresHow Booking.com maps employee journeys
View ArticleContact Centre Technology Barometer 2019
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View ArticleHow The White Company collects and uses customer feedback to deliver its...
Contact centresHow The White Company collects & uses feedback
View ArticleWhat Virgin Holidays' three year plan teaches us about building successful...
Contact centresService strategy lessons from Virgin Holidays
View ArticleRising call handling times - a cause for concern?
The call and contact centre is the mouthpiece of a brand. It is the place where customers go when they want to speak to someone – often...R15th Apr 2019 By ValurSvansson Principal Consultant - Customer...
View ArticleChannel orchestration: Cut waste, increase CSAT
Speed makes the world go around. Next-day shipping and automated shopping suggestions have hastened the shopping process, but when it comes...C22nd May 2019 By Iain Banks Regional VP International...
View ArticleA guide to on-site contact centre visits
Picture this: You’re in the RFP process for a new contact center partner. You have a short list of participants. You give them a couple of...A31st May 2019 By BlueOceanContactCenters
View ArticleWhy it's time for a step change in call centre measurement
Contact centresWhy it's time to change our call centre metrics
View ArticleIn-house vs outsourced customer service
Considering outsourced customer service for the first time? It’s likely you already outsource many other areas of your business, but we get...I6th Sep 2019 By BlueOceanContactCenters
View ArticleEase the pain of scaling your contact centre
Business is booming? Great! There’s nothing we love more than a good growth story. Your revenue is skyrocketing, which usually means your...E1st Oct 2019 By BlueOceanContactCenters
View ArticleHow, where and when to measure CSAT, NPS and CES - and why it's not about the...
Voice of the CustomerCSAT, NPS or CES - it's not about the numbers
View ArticleHow to introduce contact centre agent self-scoring evaluations
Contact centresHow to introduce agent self-scoring evaluations
View ArticleHow to shortlist potential contact centre partners
Running an effective and efficient procurement process for a contact center partner is easier said than done – even for seasoned indirect...H17th Oct 2019 By BlueOceanContactCenters
View ArticleThe True Cost of Your In-House Contact Center
It’s a question we get asked a lot, and it’s one of the hardest ones to answer because it’s rare and challenging to determine a true apples...T6th Nov 2019 By BlueOceanContactCenters
View ArticleHow have call centres evolved in the last 25 years?
Contact centresHow have call centres evolved in 25 years?
View Article9 ways call centre data can improve customer engagement and CX
Contact centres9 ways call centre data can improve engagement
View ArticleUnraveling the Tangled Vines of Omnichannel Care
Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve...U6th Jan 2020 By BlueOceanContactCenters
View ArticleTop outsourced customer care RFP resources
Choosing an outsourced customer care partner might just be one of the most complex procurement scenarios out there. After all, this is a...T19th Mar 2020 By BlueOceanContactCenters
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