Quality Management

Business growth and high staff turnover: what to do about it

Published 7th February, 2019

A high turnover can be a major thorn in the side for business growth. Let’s take a look at why it happens, and what you do about it.

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Meeting your requirements: Call Design’s customized courses

Published 13th December, 2018

Is there something not quite right in your contact center, but you can’t quite pin down what? Call Design’s customized contact center courses can help.

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Terminology 101: Customer service vs customer experience

Published 1st November, 2018

Customer service and customer experience may sound like they encompass the same ideas, but there are also crucial differences. This article explains.

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Instilling purpose: Creating a cohesive contact center

Published 27th September, 2018

Consistently high quality customer interactions are key to business. Here’s how aligning goals and empowering agents can benefit your contact center.

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4 practical ways to improve customer experience

Published 12th September, 2018

Customer experiences with your business have a tangible impact on your ability to make money. Here are a few practical tips to improving customer experience.

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How can you better promote accountability in your contact center?

Published 22nd March, 2018

Accountability is the backbone of quality customer service. When your contact center agents take ownership for their work, they provide higher quality interactions with their customer base. But how can leaders promote accountability within their organization. This article will give you some actionable tips. 

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What are the 2 golden rules of customer experience?

Published 21st March, 2018

Positive customer experiences are critical to cultivating a loyal following for your business. What are the key areas contact centers should be focusing on to create the best possible experience for their customers? Let’s take a look at the two golden rules and how Call Design can help.

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