Customer Service Metrics: Making it stick

A Practical Guide to Measuring Customer Satisfaction in the Contact Centre

Customer satisfaction should be an obsession in any contact centre. Unfortunately, not all contact centres know how to measure satisfaction effectively — and improve it on a continuous basis.

What will the contact centre of 2020 look like?

Futurologist suggests that new channels and skills will be required to turn the centre into a relationship hub.

The contact centre of 2020 will be a quite different beast to today’s existing centres, with much about them that is likely to change in the intervening years. This is what BT customer experience futurologist, Dr Nicola Millard, told delegates at the most recent Contact Centre Management Group (CCMG) Showcase, held at the Balalaika Hotel in Sandton.

Contact Centre Award winners prove the strength of SA’s industry

South Africa’s contact centre industry is in a healthy state, if the results of Saturday’s Contact Centre Management Group (CCMG) Annual Awards are anything to go by. Strong competition was experienced in all the key categories, particularly in the premier award category of Best Contact Centre.


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