Blog

Contact centre predictions to watch for in 2021

Published on: December 03, 2020
Author: Pauline Ashenden - Demand Generation Manager

As contact centres come to terms with the disruption caused by COVID-19, what are the trends to focus on in 2021? Based on our experience and talking to partners and customers, we’ve highlighted 5 key areas that will impact customer service in the coming year – starting with employee well-being...

How do you create super-agents in your organisation?

Published on: November 27, 2020
Author: Pauline Ashenden - Demand Generation Manager

The rise of self-service means that the interactions personally handled by contact centre agents have become more complex and involved. This dramatically changes the skills and support agents need to be effective and meet changing customer needs. How can organisations find and nurture the ‘super agents’ required to deliver this more involved, empathetic level of customer service?

Why creating empathy in your customer service is so hard

Published on: November 24, 2020
Author: Guest author: Adrian Swinscoe

Organisations understand the value of empathy to strengthening the customer relationship, boosting satisfaction, and increasing loyalty. But many still struggle to build empathy into their customer service interactions – why is this? Noted CX expert Adrian Swinscoe explains in our latest guest blog...

Delivering impactful results from your Voice of the Customer programme

Published on: November 13, 2020
Author: Pauline Ashenden - Demand Generation Manager

Understanding changing customer needs is vital if companies are to increase engagement, satisfaction and long-term revenues. Listening to the Voice of the Customer (VoC) is central to this – but where should organisations start when it comes to implementing and scaling their programmes?

How to prepare your contact centre for Black Friday and beyond

Published on: November 06, 2020
Author: Pauline Ashenden - Demand Generation Manager

Thanks to the pandemic this year the Christmas shopping season will take place increasingly online, with consumers embracing ecommerce, many for the first time. What does this mean for customer service and how can companies prepare?

Four benefits to improving customer service by integrating your CRM and telephony system

Published on: October 30, 2020
Author: Pauline Ashenden - Demand Generation Manager

Customers today expect a high quality, integrated and personalised experience, whatever channel they use to make contact with you. Ensuring organisations deliver this efficiently requires them to integrate systems (such as CRM) and channels to provide agents with a complete picture when answering calls....

How to build a collaborative contact centre with Microsoft Teams

Published on: October 23, 2020
Author: Pauline Ashenden - Demand Generation Manager

Collaboration and communication are at the heart of creating a successful, customer-centric business. That’s why an increasing number of organisations are adopting Microsoft Teams to bring their people together seamlessly, wherever they are located...

Remote Working 2.0: Optimising Contact Centres

Published on: October 16, 2020
Author: Pauline Ashenden - Demand Generation Manager

Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight. But as businesses look forward the solutions they quickly put in place to enable remote working may no longer meet their ongoing needs. How can they plan for remote working 2.0?

Self-service and its importance to greater customer satisfaction

Published on: October 13, 2020
Author: Pauline Ashenden - Demand Generation Manager

How can organisations put in place the right strategy for self-service to boost satisfaction and efficiency? Our latest blog outlines the key benefits of self-service and how to deploy it effectively...

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