Contact Centre

Part 10: Call Centre Trends: Staff Retention

The previous post in this series looked at the overall contact centre market. We discovered that the niche is a…

8 months ago

Part 9: Call Centre Trends: Sales & Marketing

Our series of posts devoted to contact centres have looked at the niche from many angles. We’ve considered the workers…

8 months ago

The Importance of the Call Centre in the Delivery of CX

If you’re a frequent reader of this blog, you know I’m a big believer in the value of customer experience…

8 months ago

Delivering Exceptional Customer Experience: Tools, Talent and Training

Carlos Hidalgo gives more advice on delivering customer experience through the contact centre, managing and leading remote teams, and preparing…

9 months ago

Hybrid Work in the Contact Centre

A few weeks ago I was on a call with a support specialist when I heard a dog bark in…

9 months ago

How to Successfully Motivate Your Remote Contact Centre Team

Introduction The flexibility of working from home became even more apparent in the past twelve months. For many, it was…

9 months ago

How To Make Your Customer Support More Responsive

Nearly 95% of consumers cite customer service as important in their choice of and loyalty to a brand. A lack…

9 months ago

Traps to Avoid To Manage Your Call Centre Costs

I remember a conversation I had with one of my business mentors when I was starting out on my own…

9 months ago

Guide to Email Management in Call Centres

For customers who want to cut out lengthy call queues and deal with responses to queries at a time that…

10 months ago

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