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Contact centre analytics are fuelling the contact centres of the future. And today we’re here to find out exactly why that is. The modern contact centre is a busy and … Read more “Contact Centre Analytics: Future-Ready Customer-First Solutions”
If you’re a frequent reader of this blog and my articles, you already know that customer experience (CX) is a recurring theme for me. The reason why? I firmly believe … Read more “The ROI of Customer Experience”
Daniel Ord is a certified CXPA Recognised Training Provider with an insightful background. Accumulating years of experience through other companies and his own (OmniTouch International), Daniel is no stranger to … Read more “Ringside: Insider Interview with Daniel Ord”
Looking to resolve your customers’ queries quicker? 68% of people get annoyed when their call is transferred between departments so don’t keep them waiting. Consider using conversational AI to facilitate … Read more “How Conversational AI Facilitates Smart Routing”
Are you looking to improve customer experience at your contact centre? Or perhaps you want to better support agents in handling large volumes of customer enquiries and maximise their time? … Read more “How to Grow Your Contact Centre Business with Automated Answering Systems”
No businesses want to start off on the wrong foot with their customers. Call centre agents being the first touchpoint, play an indispensable role in developing a positive, long-term business … Read more “10 Customer Courtesy Tips For Your Call Centre Agents”
We’re drawing to the conclusion of our series of posts focussed on the call centre niche. Hopefully, you should have a good picture of the state of the field and … Read more “Part 13: Call Centre Trends: The Future of Call Centres”
The most recent posts in our contact centres series put HR in the niche under the microscope. We studied staff retention and what centres do to tackle high turnover. Then, … Read more “Part 12: Call Centre Trends: Staff Training for Omnichannel Support”
In the previous post of this contact centre series, we tackled the issue of staff retention. Staff turnover is often high in contact centres. We looked at some of the … Read more “Part 11: Call Centre Trends: Team Building & Employee Satisfaction”