1. UK and US industry reports from Contact Babel
This site includes free contact centre research, including reports on HR, performance, strategy and technology. You’ll have to pay for the most up-to-date benchmarking reports, but there’s plenty here to digest.
2.Should you be measuring customer effort?
According to a recent report from Capita, 8 out of 10 people stop interacting with an organisation because it’s just too damn hard. And now 75% of organisations are considering measuring customer effort in future. Does this include you? Download the full report here.
3.Top 10 contact centre strategies
More call centre strategies from IT Web, plus access to a free webinar on the top 5.
4. How to make sales role plays work
An interesting stance – get your top sales people to play the customer and provide feedback in training, rather than relying on novice delegates to coach each other. There are benefits for all concerned, according to this article from business2community.com.
5. 22 everyday phrases we secretly hate
A bit of fun from Huffington Post, but take note: these everyday phrases drive people crazy. “My bad” or “just sayin’…” anyone?
Have fun with these, and see you in a couple of weeks!