Route 101 has today announced that it is embarking upon a new partnership with the CCMA (Call Centre Management Association).Press Release
Route 101 awarded a place on a major UK Government procurement framework to deliver contact centre services. The Contact Centre and CX Transformation specialist has been awarded a Framework Contract o...Press Release/ Industry News/ Cloud Technology
Route 101 has today announced that it has been shortlisted in the Lloyds British Business Excellence Awards for the second consecutive year. After being named a finalist in 2021’s ‘Small-to-Medium siz...Press Release/ Awards
Leading customer engagement and brand interaction providers join forces to deliver personalised automation across the customer journey.Press Release/ General
The Institute of Customer Experience’s latest research highlights areas for organisations to develop their service strategies whilst protecting business performance.Customer Experience/ Industry News/ General
Customer experience is a crucial aspect of your business as it can wield so much power over the success of your bottom line.
There are many different approaches that have a positive effect on your average handling time:
Once you’ve got the fundamentals and best practices around first call resolution in place, consider the following avenues for improving that FCR metric:
What is an omnichannel contact centre? An omnichannel contact centre is an integrated system that shares customer data across multiple communication channels, both automated and live, to provide seaml...