In our Driving Agent Outcomes series, we're focussing on the actions that can be taken to deliver better outcomes for customers, through higher quality interactions with contact centre agents.
Whether you’re a Director with a large in-house/outsourced contact centre headcount, or a smaller operation with only a few hundred staff, this series will provide valuable insight that you can leverage to deliver lasting improvements.
Our Managing Partner, Ian Barker, has shared his thoughts from 20 years in the industry, across the following series of articles:
- Achieving quality agent outcomes through quality training
- Leveraging data driven insight to empower agent performance
- Using accountability and incentives to manage agents effectively
- Embracing customer centricity for optimal agent performance
You can read the first of these articles here. It focuses on Debt Collection, as the cost of living crisis continues to impact customers, placing further pressure on contact centres to balance effective debt management with genuine customer support.
Ian shapes the BFY vision and inspires our team to bring it to life, while remaining central to complex client engagements in Strategy, Commercial, and Operations.View Profile