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Contact centres are seeking technology to support their agents in handling huge increases in customer enquiries. The pandemic accelerated this change, as contact centre agents and managers struggled with new … Read more “AI, Automation and Digital Self-Service in the Contact Centre”
The way customers and companies interact is changing at an incredible rate. Even before COVID-19 hit, consumers were spending less time in face-to-face conversations with businesses and more time online. … Read more “Key Improvements for Modern Contact Centres”
I was in the video conferencing industry way back; I know that organisations dabbled in remote and flexible working for many years without any particular urgency. In the wake of … Read more “How to Manage Remote Contact Centre Teams Right Now”
Expectations around customer experience are constantly changing. In the past, the only option a customer had if they needed help was to pick up a phone. After a while, emails … Read more “Why Social Media Should Be Part of Your Contact Centre Operation”
Looking to enable and encourage your contact centre agents? We’ve put together our top tips on how to optimise productivity, effectively delegate call centre work from home and manage your remote team.
How important is it that your Customer Experience Head be a Contact Centre Expert too? In this article, Daniel Ord, CCXP considers the answer to this question. In early June, … Read more “The Importance of Being a Contact Centre and Customer Experience Expert”
It’s a dog-eat-dog business at the best of times, so how can contact centres stand out from the crowd in an even more competitive, post-pandemic world? Read the blog to get some valuable advice.
A common refrain in our series on contact centres has been that they are “people businesses”. The critical element of any centre’s operations is the interaction between agents and customers. … Read more “Part 8: Call Centre Trends: Forecasting & Workforce Management”
A modern contact centre is a complex place. You see, agents have many different tasks to complete. And the best practices for fulfilling their duties are ever-changing. How to best … Read more “Part 7: Call Centre Trends: Call Scripts”