Monthly Archives: December 2008

The contact centre in 2015

Text: Karin Van De Velde, Business Consultant at Newtel Essence Young persons of this day and age, also called screenagers, are today’s customers, tomorrow’s colleagues and the managers of the day after tomorrow. Compared with older people, the so-called ‘babyboomers’, they live in a culture that contains more sounds and images than texts. They have the ability to multitask and communicate 24 hours a day, … Continue reading The contact centre in 2015 »

Coaching on the work floor of the call centre

Coaching serves several goals: monitoring the quality, guiding and motivating agents and maintaining contact with the market. This task is often overlooked because of hectics. A structured approach is the solution; a matter of time, attention, planning and organization. Text: Erik Bouwer Inside the call centre, quality and quantity are often at odds with each other. Contact centres need to be reachable and realize good … Continue reading Coaching on the work floor of the call centre »

Conversation monitoring and coaching

Instruments for a consistent client experience It is commonly recognized that client loyalty is only created when the experience is in line with the expectation. The service experience is the one durable distinguishing factor with regard to loyalty, and sale by service is the only wise strategy for effective sales. A consistent client experience is a must. The vision that many companies have, is increasing … Continue reading Conversation monitoring and coaching »