When it comes to customer service, contact centres serve as the primary interface for businesses to engage with their customers. They can build or break your organisational reputation with customers, co-delivering the experience your customers remember and talk about. Traditionally, the success of these centres has been measured through key performance indicators (KPIs) such as Average Handling Time (AHT), Net Promoter Score (NPS), Customer Satisfaction (CSAT) and First Contact Resolution (FCR)
In the world of customer service, the contact centre is often the frontline of interaction between businesses and their clients. This dynamic and demanding environment is where customer experience (CX) and employee experience (EX) come together, often with transformative results. When these two critical facets intersect harmoniously, they have the power to create magic that not only delights customers but also inspires and empowers employees. If we can get the balance right, we can leverage the synergy of CX and EX to turn a contact centre into a hub of excellence that engages customers, empowers employees, and drives success across all factors.