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Posts Tagged ‘customer experience’

How do we achieve good EX in the contact centre?

December 20th, 2016

In the last instalment, we discussed the 3 environments that make up the employee experience: physical space, cultural attitude and technological provisions. Often, organisations will offer one or two of these environments. An organisation which provides an encouraging and progressive culture teamed with access to the latest technology is described as an empowered organisation. Staff are able to achieveĀ and are encouraged to do so.

An engaged workplace would provide a supportive and inspiring culture and invest in its physical space, perhaps it has an onsite gym or modern office design, but the technology is not meeting the requirements of the employees. The company is engaging with their staff by offering them support and providing them with physical perks, but they are not empowering them to be the best that they can be.

A company that provides an enabled environment facilitates their employees to carry out their jobs by providing the correct technology and a productive working space, but their lack of motivating office culture results in employees not being able to progress either personally or professionally.

Where would you rank your organisation?

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A More Efficient Agent Desktop

January 2nd, 2015

CallScripter knows that the key to excellent customer service lies within the competencies of the contact centre agent taking their call; this is why we invest so much time into ensuring advisors that use our application have the best support possible.

For us, this means simplifying the process and specifically engineering the program to support and empower cross-channel customer conversations, either on a premise-based or SaaS configuration.

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