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Industry News

From Call Centre Helper

The UK's most popular call centre magazine
Daniel Ord discusses how boardrooms often react to your mystery shopping programs and the impact that it has on your reserach. I met up with a friend who works in another Mystery Shopper research firm. We like to compare notes […]
The Challenge The White Company was looking to understand what customers really thought about their experience in the contact centre, and to know exactly where to focus on improving the service delivered. Using an outsourcer to meet seasonal demands, delivering […]
Dick Bourke discusses the six key steps of quality monitoring in the contact centre, giving tips to improve your quality measurements. Customer experience drives many business initiatives today because customers have so many choices available for the products and solutions […]