Contact Centre Operations
Identifying potential areas of improvement
Any contact centre professional looking to improve performance, productivity and effectiveness needs to first understand what makes a good call or contact centre.
This section of our website will help you identify potential areas of improvement and how, through consultancy and utilising the latest technologies and solutions, CCT can help your operation continue to develop and improve.
Enhancing Customer Service
In Contact Babel’s 2009 UK Contact Centre Decision Makers’ Guide, contact centre managers highlighted that increasing customer satisfaction will be the number one focus for them in 2010.
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Improving Performance
Getting the best out of your agents is paramount if you want your operation to be a top performing contact centre. Agent performance and motivation is key to customer satisfaction, which in turn generates customer loyalty, leading to higher profitability.
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Maximising Efficiency
In times of economic difficulty, getting the most out of your existing resources is paramount to the success of any operation. In an industry whose workload is determined by varying call levels, high levels of staff turnover and multiple shift patterns, maximising agent availability is vital.
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"I have dealt with CCT for over 6 years and feel that everyone within CCT always has a professional and friendly approach that makes dealing with you very easy."
Call Centre Manager, Weight Watchers
Leveraging New Media
In a modern world of mobile phones, email, web chat and social networking, customers now have multiple ways of connecting with your business. And they rightly expect the same customer experience across all varying contact methods.
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Increasing Profitability
Contact centres are increasingly being seen as “cost centres” within their enterprises. Contact centre managers are now being tasked with improving the profitability of their operations.
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Monitoring Customer Interactions
Within contact centres across the globe, there are millions of customer interactions every day. But how can you record, monitor and analyse these interactions. Also how can you ensure that your business is compliant when it comes to the latest financial regulations or PCI compliance statements?
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