After a fresh complaint by the South African Internet Service Providers’ Association (ISPA) to the Independent Communications Authority of South Africa (ICASA) about the use
CSAT is not the villain… but it’s definitely not the hero either. It’s one of those metrics that’s everywhere because everyone’s tracking it, reporting on it,
Burnout in contact centres doesn’t just happen overnight, it builds slowly. In my experience, people often miss burnout because it looks like laziness or a
Every customer service professional knows that feeling when a customer says, “Let me speak to your manager.” It’s a moment that can send a wave
Every company wants to save money and work smarter, but there’s a fine line between efficiency and cutting corners. Average Handle Time (AHT) tracks how
If you were trying to figure out how well a busy restaurant was doing, you wouldn’t just count how many customers they served, right? You’d
A customer says “thanks” at the end of a call… but were they really happy?
Fair enough if you answered yes. But how confident
It’s a thought-provoking question that has sparked plenty of online debates and the answer isn’t as simple as picking one over the other. The truth
Modern day contact centres know only to well that efficient data capture and streamlined workflows are crucial for delivering exceptional customer service. Which is why
