3 Ways to Improve the Customer Experience in your Call Centres through service monitoring

These days there are many different ways that your customers can contact you. Lots of companies are trying to encourage customers to fill in customer enquiry forms online, or use the other online tools they have available but there are still many instances when only a phone call will do. The experience the customer receives …

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How mystery shopping holds the key for consistency across your franchise network

How mystery shopping holds the key for consistency across your franchise network

Thanks to the time that you’ve spent designing comprehensive company guidelines and staff training, your customers will have come to expect an excellent experience from every forward-facing aspect of your brand. When such a high level of investment has been made to ensure excellence, it’s vital that every franchise within the network complies with the …

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How Mystery Shopping can be Part of the Solution for Local Authorities

Mystery shopping can (if implemented correctly) not only give a good picture of strengths and weaknesses but it can also be the most effective mechanism for addressing any weaknesses found. Operational managers will almost certainly agree that getting large groups of staff to change their behaviour is extremely difficult and takes a considerable amount of …

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