In the world of contact centres, a vital function emerges – serving as a partnership management service that connects clients (e.g., businesses, organisations) with their end-to-end/potential end-to-end users. At its core, this function relies on the art of effective client management.
In the fast-paced world of contact centres, the heartbeat of success is the well-being of frontline agents. These dedicated individuals are the organisation’s ambassadors, handling daily a wide range of customer inquiries and concerns across various communication channels. But how can we ensure their well-being, nurturing their contentment and resilience? The key lies in equipping them with effective strategies and best practices for both their physical and emotional health. Let’s explore the vital role of agent well-being in delivering exceptional customer service and provide insights into achieving them.
The adoption and acceptance of virtual healthcare services in Australia have significantly grown, leading to substantial transformations and improvements in remote healthcare delivery. These enhancements range from increased patient involvement and engagement to healthcare, healthcare accessibility and overall quality of care. However, this strategic shift also demands a unique set of key competencies from clinicians.
Developing new medicines, treatments and medical devices is an exciting process that comes with a great deal of planning and strategy. In addition, with a highly regulated industry, maintaining compliance and integrity and upholding ethical standards are essential for a successful clinical research outcome. With these considerations in mind, let’s examine one process component: clinical trial recruitment.
Nurturing social connections becomes increasingly important, particularly for our vulnerable older community members who faced significant challenges during the COVID-19 pandemic. This article offers insights into their feelings and concerns, along with practical tips to support them.
If there’s one takeaway from how COVID-19 impacted work life, it’s that work-from-home practices are here to stay! But, along with the benefits of working from home come a new set of challenges for employers. For example, how to keep employees engaged with reduced face-to-face contact? How do we ensure our employees are happy? How do we create a work culture when we don’t see each other?
Priority population groups often require a higher level of service. Therefore, making provisions for them in the channels offered and the type of service provided is critical.
By taking the customer seriously, customer service representatives can make customers feel heard and form positive customer experiences that enhance customer satisfaction. Call centre customer satisfaction is a critical success indicator used to measure the success of services and products to know how well an organisation is engaging with their customers.
Since 2020 Australia has faced a series of emergencies ranging from unprecedented fires & flash floods to a global pandemic. While we all hope that the worst of it is behind us, it is not enough to face these devastating events without a plan of action. In preparation, organisations nationwide and globally are taking the opportunity to plan and prepare for whatever comes next.
Most people won’t come across case management until they’re trying to deal with an issue like talking to a network provider or their bank about some questionable charges. But the reality is that good case managers provide vital ongoing support and are responsible for ensuring that high quality solutions are found for immensely complicated situations.