Quality Management

Business growth and high staff turnover: what to do about it

Published 7th February, 2019

A high turnover can be a major thorn in the side for business growth. Let’s have a look at why it happens, and what you do about it.

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Meeting your requirements: Call Design’s customised courses

Published 13th December, 2018

Is there something not quite right in your contact centre, but you can’t quite pin down what? Call Design’s customised contact centre courses can help.

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Aspect Software Named #1 Workforce Management Market Share Leader in North America by Pelorus Associates

Published 14th November, 2018

Date: 11/13/2018, Phoenix, Arizona Aspect retains top spot in North America in Pelorus Associates’ Workforce Management (WFM) rankings for the 12th consecutive year Aspect recognized for a reputation of delivering excellent customer care, most complete contact centre portfolio in the…

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According to Customers, Aspect Workforce Management Leads the Pack

Published 14th November, 2018

November 13, 2018 Shelley Hofman Workforce Management, Workforce Optimization The G2 Crowd results are in: Aspect has the highest customer satisfaction rating of all leading WFM solutions. The growth and popularity of crowd-sourced customer review and recommendations sites such as…

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Terminology 101: Customer service vs customer experience

Published 1st November, 2018

Customer service and customer experience may sound like they encompass the same ideas, but there are also crucial differences. This article explains.

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Instilling purpose: Creating a cohesive contact centre

Published 27th September, 2018

Consistently high quality customer interactions are key to business. Here’s how aligning goals and empowering agents can benefit your contact centre.

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4 practical ways to improve customer experience

Published 12th September, 2018

Customer experiences with your business have a tangible impact on your ability to make money. Here are a few practical tips to improving customer experience.

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How can you better promote accountability in your contact centre?

Published 22nd March, 2018

Accountability is the backbone of quality customer service. When your call centre agents take ownership for their work they provide higher quality interactions with their customer base. But how can leaders promote accountability within their organisation. This article will give you some actionable tips. 

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What are the 2 golden rules of customer experience?

Published 21st March, 2018

Positive customer experiences are critical to cultivating a loyal following for your business. What are the key areas contact centres should be focusing on to create the best possible experience for their customers? Let’s take a look at the two golden rules and how Call Design can help.

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