In a recent SKS survey, we found that nearly half of all call centre managers admitted customer satisfaction levels of less than 40 per cent, and our research suggests that the reason why customers are so dissatisfied can ultimately be traced back to the phenomenon we term ‘knowledge decay’. The knowledge which we refer to…
Eliminating knowledge decay in call centresRead More →
SKS Solution
Agent multi-skilling – pipedream or viable strategy to optimise customer service?
In an ideal world, it’s difficult to think of any good reason why you wouldn’t want all of your contact centre agents to be able to handle any customer requirement. The benefits are obvious – no need for an IVR to route callers to a specific team, customer service is improved as callers aren’t bounced…
Agent multi-skilling – pipedream or viable strategy to optimise customer service?Read More →
