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GCSEr esul t sr evealt hatgi r l sper f or m bet t ert hanboysi nI T,butver yf ew chooset hesubj ect Thel at estGCSEr esul t sr evealt hatt oof ewf emal es ar est i l lchoosi ngt echnol ogysubj ect s,despi t esyst emat i cal l yget t i ngbet t err esul t st hanboys,accor di ngt ogl obalt echr ecr ui t mentf i r m,Empi r i c.

“ Whenweconsi dert hatt heI Tanddi gi t alar enasar e f aci ngamassi vedear t hofski l l s,t hei deat hatover t hr eequar t er soff emal est udent schoosenott ot ake I CTandcomput i ngatGCSEl eveli squi t esi mpl yconcer ni ng.Unl essmor egi r l sar eencour agedt ochoose t hi sr out e,t hesect orwi l lf ai lt omeett heever gr owi ng demandf ort al entt hati sal r eadypr eval ent . ”

Thel at estdat apubl i shedbyt heJoi ntCounci lf or Qual i f i cat i onst odayhi ghl i ght edt hatami nor i t yof gi r l schoset echsubj ect s,wi t hj ust1i n5GSCEcomput i ngent r i escomi ngf r om f emal est udent s–a “ Gi vent hatt het estr esul t sshowt hatgi r l sar eahead f i gur ewhi chEmpi r i ccl ai msf al l sshor tofr equi r eofboysi nt er msofgr ades,t hei deat hatwomenar en’ t ment s. goodatI Ti smader edundant .I nst ead,webel i eve t hatgi r l sar en’ tchoosi ngt hi sopt i onduet ot hei ncor Looki ngatf ur t herbr eakdownsoft her esul t s,t hef i r m r ectassumpt i onofwhatt hewor ki nvol ves,t hevar i et y –whi chspear headst heNextTechGi r l scampai gn– ofopt i onsavai l abl et ot hem andwhatt her out est o f oundt hatgi r l scl ear l yout st r i ppedt hei rmal ecounsuchacar eerar e.I fmor ef emal eswer eawar eoft he t er par t si nt er msofgr ades.Theper cent agepoi nt s f ant ast i candvar i edoppor t uni t i esavai l abl et hr ougha di f f er encebet weent hegender sachi evi ngA*-Af or car eeri nt ech,i t ’ sl i kel yt hatwe’ dseet heper cent age comput i ngwas4.

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Thecust omerj our neyr evi si t ed–t hr eet i psf orachi evi ngcust omerval ueandgr owt hf r om Tel eopt i MagnusGever t satTel eopt il ooksmor ecl osel yatr ai si ngt hecust omerser vi ce bari ncont actcent er s Cust omerJour neymappi ngi sbecomi ngani ncr easi ngl ypopul art er mi ncont act cent er s.Manyor gani zat i onsar eusi ngcust omerj our neyi ni t i at i vest odr i vecust omerval ueandgr owt h.Butwhatdoest het er m‘ cust omerj our ney’ meanand whyi si ti mpor t antt ot hecont actcent er ?Qui t esi mpl y ,t heexpr essi onr ef er st o t hei nt er act i onsacust omerhaswi t hanor gani zat i onf r om begi nni ngt oend– f r om whent heyf i r stest abl i shaneedf orapr oductorser vi cet owhent hey nol ongeruset hepr oductorhopef ul l y ,keepcomi ngbackt obecomear epeat cust omer .

,webel i eve,r ecogni zesourwor konr ai si ngempl oyeeengagement .Att he samet i me,i tr ef l ect sourdedi cat i ont ounder st andi ngourcust omer s’ i ndi vi dual j our neys,essent i alt oi ncr easi ngsat i sf act i onl evel s.

Forexampl e,ourconsul t ant sst aywi t hcust omer sandsuppor tt hem l ongaf t er t hei nst al l at i onphase,ensur i ngnotonl yt hatt hei rwor kf or cemanagement ( WFM)sol ut i oni supandr unni ngpr oper l y ,butt hati t ’ st ai l or ed,f i net unedand maxi mi zedi ni t susage,t her ef or ef ul l ymeet i ngeachcust omer ’ sneeds.At hor oughanddet ai l edhandoveroft hecust omerf r om pr esal esandconsul t i ngt o ser vi cedesksecur est hewel l f or medci r cl eofcont i nuouscust omercar e.

We’ dl i ket oshar esomeoft hel essonsl ear nedsi ncewest ar t edoutnear l y25 Or gani zat i onsr ecogni zet hatt hesecust omerj our neysoccuracr ossmul t i pl e year sago.Her ear eourt opt hr eet i psf oracknowl edgi ngt hei mpor t anceoft he channel s( eg,emai l ,WebChatSMSandwebsi t e) ,overt i meandbecause cust omerj our neyt oi mpr ovecust omerser vi ceandat t ai ni ngt hehol ygr ai lof humansar ef i ckl e,t heycanappearr andom andst ut t er i ng.Soundsf ami l i ar ? t r uecust omerval uel eader shi pi nt hecont actcent er : Cont actcent er st odayar eal r eadymul t i channelenvi r onment ssuppor t edby et her i ghtper son,wi t ht her i ghtski l l satt her i ghtt i me.Thi si st he agent swhohavet ouseal lt hei rexper i ence,ski l l s,knowl edgeandsomet i mesdi - •Schedul c o r e o b j e c t i v e w i t h a WF M s o l u t i o n .

O u r e x p e r i e n c e i s t h a t a f e a t u r e r i c h pr odpl omacyt owi novercust omer sdai l y ,of t eni ndi f f i cul tsi t uat i ons. uctsetenabl esyout oi nnovat eandi mpr ovebot ht hecust omerexper i enceand Empat hyandTouchPoi ntMappi ng empl oyeeengagement .

I nanat t emptt oaddcl ar i t yandst r uct ur et ot hecust omerj our ney ,compani es •“ Ther i ghtski l l s”i ncl udesbot hhar dski l l sandsof tski l l s( f orexampl eempauset echni quessuchasempat hyandt ouchpoi ntmappi ngt oest abl i shhowa t hy) .Whatmakesanagentper f or m wel li nyourl i neofbusi ness?Usecompecust omerf eel sateachst ageoft hej our ney( empat hymappi ng) .Thendr awupa t encemanagementt of i ndoutandt aket her i ghtact i onst omanageyourt al ent l i stofal lt hepossi bl epoi nt sofcont actapot ent i aloract ualcust omerhaswi t h poolandr esour ces. t hebusi nessbef or e,dur i ngoraf t erpur chase( t ouchpoi ntmappi ng) .Thi smeans •Keepempl oyeeshappyandempower ed–wi t heasyt ouseandvi sual l yapt r acki ngacust omer ’ sconver sat i on,r ealorvi r t ual ,ever yst epoft hewayf r om t he peal i ngaccesst ot echnol ogyt hatal l owst hem t opl ant hei rwor kar oundt hei r cust omerseei nganadver toruserr evi ew,vi si t i ngawebsi t ef orpr oducti nf oor l i f ewhi l est i l lopt i mi zi ngser vi cel evel s.Maket hemostofgami f i cat i ont echwal ki ngi nt oyouronl i neshoporst or e. ni quest omot i vat eagent si nanenj oyabl eway ,enabl i ngt hem t oseet hei r achi evement sandt her ef or eper f or m bet t eri nt hel ongr un.

Doesal lt hi ssoundver ycompl i cat edandal i t t l et oosci ent i f i c?Al t hought hever y i deaoft hecust omerj our neyappear sver ycl i ni calanddet achedf r om humanex- Fol l owi ngt heabovepoi nt si sast ept owar dscr eat i ngahi ghl yef f i ci entcont act per i ence,t heconceptal soopensupsomedi st i nctandr ealpossi bi l i t i esf ort o- cent ert hatboast swel l mot i vat ed,pr oduct i veagent swhoact i vel ydr i vecusday’ smul t i channel ,mul t i f acet edcont actcent er s. t omerval ueandsuppor tbusi nesssuccess.

Topt i psf orachi evi ngcust omerval uel eader shi p AtTel eopt i ,wear epr oudofourachi evementt owi nFr ost&Sul l i van’ s2016 EMEACust omerVal ueLeader shi pAwar d.I t ’ sani ncr edi bl emi l est onet hat

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Formor ei nf or mat i onpl easevi si t :Tel eopt i Rel easef r om PR

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Empl oyeroft heMont h

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