CCF

Every month, maia consulting publishes the Customer Experience Spotlight in CCF magazine. Focusing on different industry sectors each month, we use mystery shopping to assess the customer service and sales skills of contact centre agents in the following areas:

Welcome - how the caller is greeted

Find Out - the ability of the agent to understand the caller’s needs and wants

Show How - presentation of the solution / product which would meet those needs

Close - how well the transaction was completed
 
To read our spotlights on industry sectors click the links below:

Spotlight Overview »
Financial Services »
Travel and Leisure »
Telecoms And Utilities »
Public Sector »
IT And Technology »
Retail And Mail Order »