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16 June 2008 - How to maximise employee engagement?
Don’t try and control attrition, instead focus on recruiting and developing engaged employees. Attrition one of the many symptoms of a disengaged workforce, it’s a symptom that can be addressed by focusing on engagement.
02 June 2008 - Contact Centres: Why Engagement matters?
Research by the Customer Contact Council during 2006 shows that engaged employees work harder, stay longer and out perform compared to the rest of the workforce. However only 13% of the workforce surveyed fell into the “engaged” category and 76% wher...
28 March 2008 - Improve Customer Experience Management with Survey 360
Gartner recently defined the top seven customer process that will apply to Contact Centres from 2008 – 2011. The message was clear; Contact Centres need to evolve and place Customer Experience Management at the front of the change agenda.
17 January 2008 - Insight Now Profiles Real-time contact centre management
Whilst some of our contact centre experiences are good,most are adequate and a few are truly dreadful.
The problem is that the dreadful experiences take longer and cause a much bigger emotional impact than the good experiences so those are the ones ...
21 September 2007 - South African Contact Centres Score Well for Customer Satisfaction.
Insight Now have recently worked with several clients who have both captive and outsourced contact centres. Looking across different sectors, we have been able to measure customer satisfaction and make comparisons between SA and UK centres. Although ...
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