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Katalyst Speech Analytics delivers insight for a Credit Card Bank
22/12/2009 10:48:54
Katalyst have just completed a SA discovery project for a major credit card bank in the UK.
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CALL CENTRE MANAGERS
- TIP OF THE DAY
Set up a customer service task force - A great way to improve customer service is to set up a task force in the call centre. You will need to get the best volunteers and give them some time away from the phones. You will need to ensure that you get the most enthusiastic people that you can as they will spread the experience across the call centre floor. |
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A range of cost effective consultancy solutions to your contact centre problems
What do we supply?
- Targeted, specialist pieces of work to provide quick solutions to your contact centre issues.
Examples
- Speech Analytics consultancy engagement - to quantify compliance, customer satisfaction, market intelligence, script effectiveness, training deficiencies, and missed cross-sell / up-sell opportunities
- Snapshot Review – An assessment of your current capabilities and operational issues, impartial and objective this can be a useful tool if further senior sponsorship is needed for change.
- Q&A session – Email us your problems of the day and will provide you with tips and advice within 24 hours.
- MIS Review – How much of the MI generated is relevant, what should you keep and what should you dump? This review will tell you.
- Process Review – Things can always be done more efficiently but do you have the time to focus on these areas? This review can look in detail at a number of processes to develop better ways of working.
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