Articles
The South African BPO industry must first correct its misunderstanding of what productivity actually is, says Patrick Coleman, CEO of Customer Service Engineering.
A CSE study reveals that poor efficiency, not lack of government incentives, is the main reason why the local contact centre industry is failing to grow at predicted rates.
Customer Service Engineering attended the two workshops on BI in the contact centre.
The lack of productivity measurement is causing SA to be less competitive, says CSE.
A holistic approach considers the cost of handling a transaction, and the cost of multiple transactions incurred by causing a customer to contact the company more than once, says CSE.