A question teams and organisations often ask themselves is: how can we become more “agile”? I think what they are really asking is: how can we be more adaptive to our increasingly ever-changing environment?
AGILE started in the world of software development. Luckily, today we see more and more teams adopting agile practices outside of IT to transform the way their teams work.
The good news is, that agile practices are easy to implement. You don’t need to wait for budget approval or expensive IT systems; the only thing you need
In my previous blog, I talked about the Customer Satisfaction score as the main metric for service organisations and contact centres; but, what other metrics should a service organisation really be focusing on?
A question that I get asked sometimes is, “What is the best metric to measure Customer Satisfaction in a Contact Centre? Is it NPS (Net Promoter Score), Customer Effort Score or CSAT (Customer Satisfaction)?”
And the answer that I always give is, it doesn’t matter which metric you use; but how you use it.
Having a team that understands and believes what are they there to do for an organisation is probably the first and most important step in transforming contact centre operations.