Author: Fiona Keough

One of the biggest challenges for any organisation today is knowing what technology to invest in. After people, technology is the biggest investment an organisation can make. With new technology constantly being touted as the “next big thing” to transform the customer experience, it is hard to know what technology will have a positive impact on your organisation and customer and what is simply a fad. There is no denying that technology has had a revolutionary impact. Many industry veterans will recall the days when we recorded our customer interactions on handwritten cards. Today, we have real-time access to multi-channel…

Measurement has always been important to the contact centre industry and over the last 15 years the way we measure and what we measure has evolved and matured. In the past, we focused on marrying efficiency-based activities, like call durations, with effectiveness measures, like first call resolution to measure our performance. Today, with more channels available to customers, we use a number of metrics and collection methods to measure the overall customer experience. How are contact centres measuring customer experience? According to the latest Australian Contact Centre Industry Benchmark Report* (Fifth Quadrant) the primary metric utilised to measure customer feedback…