A Quick Contact Centre Practices Checklist for You

Customer Experience Design
Is your end to end customer experience supported by user friendly call flows and consistent call handling practices?

Resource Management (WFM)
Do you have a robust staffing model based on a clear understanding of customer interaction workload?

Processes and Systems
Are your Agents equipped with consistent processes, good knowledge and integrated systems to deliver the right customer experience?

Roles and Readiness
Do your contact centre staff performance measures for each role truly align with your service goals?

Quality and Performance
Do you have an integrated view of contact centre performance – workload, customer experience quality and staff productivity across your hours of opening?

If any of these are a challenge for you today, give us a call or send us an email and let’s chat soon. We can help you find the answers and then work with you to close any gaps or realise the opportunities at your place.