The role of a contact centre agent is a challenging one, to be certain. Agents are required to address customer…
Consumers have changed in meaningful ways in the past year, and now it’s the responsibility of businesses to keep pace…
If you’re a frequent reader of this blog, you know I’m a big believer in the value of customer experience…
Introduction The flexibility of working from home became even more apparent in the past twelve months. For many, it was…
For customers who want to cut out lengthy call queues and deal with responses to queries at a time that…
It is hard to argue that 2020 was the most disruptive year to business that any of us have ever…
I was chatting with a friend this past week who was telling me about the brand fatigue he has experienced.…
If you have been a frequent reader of this blog and in particular my posts (don’t worry I won’t hold…
Perhaps there has been no other year when the contact centre played a more pivotal role in the delivery of…
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