Make the leap from Good to Great
February 9, 2012
New Training Courses Available
New training initiatives from the Welsh Contact Centre Forum, you can make the leap... from good to great!
With the Welsh Contact Centre Forum's range of performance boosting training programmes, specifically designed to enhance contact centre delivery.
New initiatives for 2012 include:
Excellence in Customer Service Delivery
Motivating & Innovating Teams
Effective Selling
Team Leader Training
Prices from:
Members: £150+vat per day
Non Members: £250+vat per day
Click here for further information
Industry News
The UK's most popular call centre magazine
Here are the top 10 things that we can do to give our organisations a great reputation for service excellence. Over the next months we will then look at each one in detail to support the actions you are taking in your organisation to excel in this vital area.
Checklist
1. Recruit and train the [...]
Thinking of introducing homeworking into your call or contact centre? Here are a couple of homeworking checklists (both for the employee and for the supervisor) that can be used to explore an individual’s suitability for homeworking.
The checklists were kindly supplied by Richard Kenny of Plantronics. Plantronics developed these checklists for their internal use when they [...]
Contact centre technology has evolved at a rapid pace almost everywhere apart from on the customer service agent’s desktop.
Join us for a practical, hands-on webinar that looks at the agent desktop and explores real-life solutions to how it can be improved. Join us at 1.00 pm on Thursday 15th March 2012. Click here [...]
Service News
The latest UK Customer Satisfaction Index (UKCSI) results prove the link between customer satisfaction and sales performance, show that organisations struggle to deliver consistent service across channels and reveal a growing gap between the top and bottom rated sectors.
The latest UK Customer Satisfaction Index (UKCSI) is the national measure of customer satisfaction for UK organisations. Read the executive summary to find out which organisations have performed well, how service relates to profit and growth and for additional analysis of the energy sector.
The UKCSI results are split into 13 sectors. See the top five organisations in each sector and top 10 overall performers.
