Looking beyond the contact centre

Explore pioneering approaches by planners and analysts across back office, digital, field and branch operations and see the opportunity to cross-fertilise between teams that face different challenges. How can we connect our models, with a common language and framework, to consider our resource more holistically, as digital work queues grow?

Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight, Strategy & Leadership, Beyond The Contact Centre & Back Office

Partner Article: How to set the right service level goal in your call center

What is your contact center service level goal? Odds are, some or all of the groups are at either 80/20, 70/30 or some combination of those. They are extremely common. Do you use average speed of answer (ASA)? If so, is it 20 seconds or 30 seconds? Those are by far the most utilized ASAs. But what do these actually mean and how do you know if you have the right measure?

Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight, Strategy & Leadership

Partner Article: Majority of UK businesses still ill-equipped for a hybrid working future according to new survey

UK businesses are firmly committed to a flexible working future but the majority are still in the planning stage of their hybrid working projects according to a new industry survey of contact centre industry professionals.

Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight, Strategy & Leadership

Skills for shaping the future

The mark of a professional is that we become improvement champions and this fast-changing workplace is a huge opportunity for us to become expert learners too.

Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight, Strategy & Leadership

Partner Article: How long does it take to set up a WFM system in 2022?

A question that new injixo customers frequently ask us is “how quickly will I get up to speed?” That’s a great question!

Just like any other software application, WFM is a case of “no pain, no gain”. There’s no escaping the fact that WFM users must go through an onboarding period before they start to benefit from the system

Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight, Strategy & Leadership, Partner News

Partner Article: Improve Contact Centre Operations with Robotic Process Automation

Alvaria Automate™ Attended and Alvaria Automate™ Unattended allows centres to optimise normal and repetitive operational activities and automate error-prone tasks through robotic process automation (RPA) —improving accuracy, efficiency and consistency, while helping maintain compliance.

Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight, Strategy & Leadership, Beyond The Contact Centre & Back Office, Learning & Development, Digital & Omni-Channel