5 clever ideas to improve contact centre efficiency

Am pleased to write about some great experiences this week following my house move. We are quick to share our bad experiences and call out organisations when they get it wrong, and rightly so, but I feel it’s only fair to highlight where companies have got it working really well, particularly in situations where we often expect a drama or a fight.

We have talked plenty in recent weeks about very poor service experiences, so am delighted this week to write about two great experiences. I went to the physio last week. Never something to look forward to, but they have definitely updated and redesigned their service experience since I last went a couple of years ago. They now have an online pre-assessment where you fill out details of your condition, pain issues, mobility etc. This is then reviewed by the physio before you arrive on his tablet, so doesn’t waste time establishing the nature of the condition. More time for treatment. Everything about the condition, treatment and exercise plan, explained on the screen, with diagrams, all supported with a really fabulous human interaction.