Contact centre analytics are fuelling the contact centres of the future. And today we’re here to find out exactly why…
If you’re a frequent reader of this blog and my articles, you already know that customer experience (CX) is a…
Daniel Ord is a certified CXPA Recognised Training Provider with an insightful background. Accumulating years of experience through other companies…
Looking to resolve your customers’ queries quicker? 68% of people get annoyed when their call is transferred between departments so…
Are you looking to improve customer experience at your contact centre? Or perhaps you want to better support agents in…
No businesses want to start off on the wrong foot with their customers. Call centre agents being the first touchpoint,…
We’re drawing to the conclusion of our series of posts focussed on the call centre niche. Hopefully, you should have…
The most recent posts in our contact centres series put HR in the niche under the microscope. We studied staff…
In the previous post of this contact centre series, we tackled the issue of staff retention. Staff turnover is often…
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