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”
Contact centres are seeking technology to support their agents in handling huge increases in customer enquiries. The pandemic accelerated this change, as contact centre agents and managers struggled with new … Read more “AI, Automation and Digital Self-Service in the Contact Centre”
The way customers and companies interact is changing at an incredible rate. Even before COVID-19 hit, consumers were spending less time in face-to-face conversations with businesses and more time online. … Read more “Key Improvements for Modern Contact Centres”
The growth of digital technology has triggered a change in our communication preferences. In the contact centre operation, easily accessible new technology is opening doors to incredible opportunities in everything … Read more “How to Build Your Business around Your Customers”
I was in the video conferencing industry way back; I know that organisations dabbled in remote and flexible working for many years without any particular urgency. In the wake of … Read more “How to Manage Remote Contact Centre Teams Right Now”
Looking to enable and encourage your contact centre agents? We’ve put together our top tips on how to optimise productivity, effectively delegate call centre work from home and manage your remote team.