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RingCentral Call Centre Helper Spring Survey
  • Contact Centre

Are You Delivering Excellent Customer Service?

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?”

thumbnail Patty Yan
Patty Yan Author
Hello, you’ve come through to our virtual call centre-455
  • Contact Centre

How to Set Up a Virtual Contact Centre: A Starter Kit

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”

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Tyler Dickey Author
man on a grey sofa is interacting with a digital tablet while working from home
  • Business Trends - CX
  • UC - Collaboration

What Lies Ahead for 2021?

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?”

Carlos Hidalgo
Carlos Hidalgo Author
man working on laptop at home his pet dog is next to him on chair
  • Contact Centre

Why a Virtual Contact Centre Must Be Part of Your Customer Service Strategy

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”

thumbnail Patty Yan
Patty Yan Author
smiling businesswoman in headset
  • Contact Centre

2020-21 UK Contact Centre Decision Makers Guide

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”

thumbnail Patty Yan
Patty Yan Author
man laptop work home
  • Business Trends - CX

The Future of Remote Work for Contact Centres

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”

Robert Morrissey
Robert Morrissey Author
Chatbot concept-338
  • Contact Centre

AI, Automation and Digital Self-Service in the Contact Centre

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”

thumbnail Patty Yan
Patty Yan Author
remote working male contact centre agent sat at a desk having a video call with a customer
  • Contact Centre

Key Improvements for Modern Contact Centres

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”

thumbnail Patty Yan
Patty Yan Author
Illustration of an isometric funnel infographic showing customer retention strategy
  • Business Trends - CX

How to Build Your Business around Your Customers

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”

thumbnail Patty Yan
Patty Yan Author
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