Microsoft Teams unlocks enormous benefits for your contact centre - from improved collaboration and greater efficiency to seamless remote and hybrid working. However, successfully embracing Teams requires a carefully planned migration...
The pandemic and lockdowns have increased the focus on the human side of customer service, and particularly, the need for agents and organisations to develop emotional intelligence skills to meet their own and customers’ changing needs...
While 93% of contact centres are already using call recording solutions, new innovations such as AI mean that its benefits and applications are deepening, particularly in a hybrid working world.
How can contact centres successfully deal with a rising volume of customer calls, delivering efficient, effective and fast service?
The pandemic and remote working has increased the importance of understanding and supporting the mental and physical wellbeing of contact centre agents. But how can you best meet the challenge?
Businesses understand the benefits that Microsoft Teams can deliver – but need to quantify them properly to create an effective business case for implementing it within their contact centre.
Customer service authority Micah Solomon explains how you can successfully build mental muscle memory and ensure your agents automatically put the customer first in everything they do.
Successfully delivering high-quality customer service starts with having the right technology infrastructure in place. How can you ensure you pick the best solution for your needs?
With customer experience now key to winning and retaining business for every organisation how can contact centres play their part?
When it comes to customer service, Father Christmas has been delighting children for countless years. Our last blog of the year looks at the secrets of his success – and how contact centres can learn from him...