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In the late 1890s, a newspaper mistakenly printed an obituary for the very alive, very healthy Mark Twain. When word of his death reached Twain himself, he responded to a … Read more “The Phone Is Not Dead”
For customers who want to cut out lengthy call queues and deal with responses to queries at a time that suits them, email can be an easy way to reach … Read more “Guide to Email Management in Call Centres”
If you have been a frequent reader of this blog and in particular my posts (don’t worry I won’t hold it against you if you haven’t), you have come to … Read more “How AI Can Improve CX in the Contact Centre”
Perhaps there has been no other year when the contact centre played a more pivotal role in the delivery of customer experience (CX). With the unprecedented surge in calls due … Read more “Turbo Charging CX in the Contact Centre”
People, process and technology are the three core elements of great contact centre performance. The Contact Centre Helper Spring Survey, in partnership with RingCentral, gives unique insights that show how … Read more “Are You Delivering Excellent Customer Service?”
More than half of businesses (58%) have a single virtual contact centre as part of their customer service strategy. This comes as no surprise given the events of 2020. Many … Read more “How to Set Up a Virtual Contact Centre: A Starter Kit”
Confusing, hard to use software creates friction. It can make employees frustrated, irritable, and unproductive, and the last thing anyone wants is short fused agents. Inversely, happy employees mean happy … Read more “Managing Your Call Centre With CRM”
In 2018, Kimberly McAtee, a part-time barista at Starbucks, began her new life as a student at Arizona State University (ASU). Further education was always on her radar, but the … Read more “What Do Your Employees Need To Keep Customers Happy?”
The Benefits of Workforce Management (WFM) Software People are at the heart of every successful organisation, and in order for your business to thrive you need to get the most … Read more “What Is WFM and What Are the Benefits?”