Customer Contact (incl BPO)

The benefits of speech analytics revealed in new book

  How to gain measurable benefit from Speech Analytics – new Best Practice Book from the Professional Planning Forum new for 2012 Edited by Paul Smedley, Chair and Founder of the Professional Planning Forum, this is an 86 page book full of top tips from practitioners as well as experts – with case studies and […]

Contact centre agent attrition rises for first time in three years

  Agent turnover up by almost a third and forecast to rise even higher over the next three years according to research authors ContactBabel New research published by ContactBabel, the contact centre industry analysts, reveals that the mean annual attrition rate for UK contact centre agents rose to 21% in 2011, from a 6-year low […]