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”
Introduction The flexibility of working from home became even more apparent in the past twelve months. For many, it was not even the normality before offices shut and work patterns … Read more “How to Successfully Motivate Your Remote Contact Centre Team”
I remember a conversation I had with one of my business mentors when I was starting out on my own with my first business. “Revenue is great, but the thing … Read more “Traps to Avoid To Manage Your Call Centre Costs”
In the late 1890s, a newspaper mistakenly printed an obituary for the very alive, very healthy Mark Twain. When word of his death reached Twain himself, he responded to a … Read more “The Phone Is Not Dead”
This past weekend my wife and I drove to Nashville, TN to see our daughter. Even with the restrictions that are in place with social distancing, we had a great … Read more “Building a Human Connection in CX”
I was chatting with a friend this past week who was telling me about the brand fatigue he has experienced. “I simply went to the grocery store to buy a … Read more “An Employee’s Brand Understanding is Foundational for CX”
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”
Call routing is an essential function in thousands of offices, call centres, and customer support hubs around the UK. Without the ability to manage and redirect incoming calls seamlessly, chaos … Read more “Call Routing FAQs: How to Divert Calls, Redirect, and More “
In today’s digital world, most companies recognise the value of social media. With roughly 4.2 billion active users across Facebook, Twitter, and Instagram, it represents a vast, lucrative market. Social … Read more “Essential Social Media Marketing Tips for Customer Service”
