Carlos Hidalgo gives more advice on delivering customer experience through the contact centre, managing and leading remote teams, and preparing contact centres for the new age of hybrid work. In … Read more “Delivering Exceptional Customer Experience: Tools, Talent and Training”
A few weeks ago I was on a call with a support specialist when I heard a dog bark in the background. Clearly embarrassed, the agent quickly apologised for the … Read more “Hybrid Work in the Contact Centre”
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”
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”
This time last year as all of the prediction articles and blogs were being written, nobody could have anticipated or predicted what we have all lived through in 2020. Virtually … Read more “What Lies Ahead for 2021?”
Last year saw more contact centres than ever migrating to the cloud. The motivation is obvious and the stats are plain: in April 2020, 87% of contact centres were making … Read more “Why a Virtual Contact Centre Must Be Part of Your Customer Service Strategy”
ContactBabel recently launched The 2020-21 UK Contact Centre Decision-Makers’ Guide, based on surveys with 233 UK organisations and 1,000+ interviews with UK consumers. The findings of ContactBabel’s research are reported … Read more “2020-21 UK Contact Centre Decision Makers Guide”
The future for customer service operations will undergo a dramatic rethink in every organisation and their respective departments. They will ask questions as to why developing remote working through the … Read more “The Future of Remote Work for Contact Centres”
