Employers and Manufacturers Association
EMA are a membership organization that promotes the success of business by seeking to create the most desirable environment for business and adding value through representation, knowledge and support.
Contact Centre News
Contact Centre News
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Holiday Changes?Read MoreAre you closing up over the holiday period? Changing hours? Running on skeleton staff? Do you need changes made to how we normally answer your calls? Maybe you're not a current customer, but are looking for someone to manage your calls while you take a well-deserved break?
Whatever your requirements are, First Contact can help!
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How do you choose an outsource call centre?Read MoreEach business is different. What works for one, might not work for another. There's so many horror stories about call centres; excessive hold times, agents not understanding customers needs or not answering calls at all! How do you decide that a call centre is the right option for your business?
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Contact centre metrics: What's really important?Read MoreWhat are the different contact centre metrics that can be used, and how do you establish which are most important for your organisation?
Performance measurements in contact centres will vary from business to business; there’s no right or wrong way to measure performance. There isn’t a fixed set of metrics through which to evaluate a centre. One size doesn’t fit all.