Call routing Archives - | Noojee Contact Solutions

Why online forums are the secret to a great call centre experience

Fact: With 24-hour access to the internet and social media, it’s been reported that 9 out of 10 customers would prefer to self-service their problem rather than call your customer support centre. That’s a staggering number and one that should give anyone running a call centre a moment of pause. But could this drive for self service actually →

Improving your call centre Net Promoter Score

The latest acronym to do the rounds of the Contact Centre industry is NPS or Net Promoter Score. In English, it’s simply a measure of how likely one of your customers is to recommend your business to a friend or colleague. Whilst I’m not entirely convinced that its the holy grail of contact centre metrics, →