Let your employees work from anywhere with a web UI
Contact centres increasingly needing to support remote working – increasing the need for web user interfaces (UIs).
Contact centres increasingly needing to support remote working – increasing the need for web user interfaces (UIs).
Companies that invest in CX technology outperform their peers according to research. But where should organisations spend their budgets for best results?
Call recording has moved far beyond its roots in the voice channel to deliver quality assurance a nd insights around every type of interaction. Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome. Read the full article on our parent company Enghouse Interactive’s site.
Recording calls and other customer service interactions is key for compliance, quality control and improving the overall experience.
2023 promises to be a challenging year economically, directly impact customer service teams. What can we learn from 2022 as we set out strategies for the year ahead?
Using knowledge effectively is key to driving excellence in customer service, particularly as queries become increasingly complex and information changes ever faster.
If customers are kept waiting too long to speak to an agent, the chances are they’ll become frustrated and just hang up, potentially impacting loyalty and revenues.
As housing association tenants increasingly embrace digital channels, AI-powered chatbots provide a new way of engaging with customers and meeting their needs. How can housing associations implement them effectively and what are the advantages?
With more and more contact centres seeing the benefits of moving to the cloud, companies are asking more detailed questions about the functionality and advantages that it provides.
Customers want their queries answered accurately without having to make contact more than once. That makes achieving high First Contact Resolution (FCR) rates vital to the overall customer experience.