At a glance: Switching between apps How did RingCentral help Sitel Group? Creating an automated and scalable environment Insight on a whole other level The cogs that power the machine … Read more “Scaling Citizen Support During a Crisis: A Sitel Group® Story”
Highlights: Companies must provide more agile digital options that can meet customers where they are. The right contact centre solutions can boost agent productivity and agility in operations while also … Read more “RingCentral Joins Google’s Chrome Enterprise Recommended Contact Centre Solutions”
Are you looking to improve customer experience at your contact centre? Or perhaps you want to better support agents in handling large volumes of customer enquiries and maximise their time? … Read more “How to Grow Your Contact Centre Business with Automated Answering Systems”
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”