The previous post in this series looked at the overall contact centre market. We discovered that the niche is a…
Our series of posts devoted to contact centres have looked at the niche from many angles. We’ve considered the workers…
If you’re a frequent reader of this blog, you know I’m a big believer in the value of customer experience…
Carlos Hidalgo gives more advice on delivering customer experience through the contact centre, managing and leading remote teams, and preparing…
A few weeks ago I was on a call with a support specialist when I heard a dog bark in…
Introduction The flexibility of working from home became even more apparent in the past twelve months. For many, it was…
Nearly 95% of consumers cite customer service as important in their choice of and loyalty to a brand. A lack…
I remember a conversation I had with one of my business mentors when I was starting out on my own…
For customers who want to cut out lengthy call queues and deal with responses to queries at a time that…
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