Let your employees work from anywhere with a web UI
Published on: April 14, 2023
Contact centres increasingly needing to support remote working – increasing the need for web user interfaces (UIs).
Best Practice
Tactics to improve the contact centre experience
Published on: March 17, 2023
Companies that invest in CX technology outperform their peers according to research. But where should organisations spend their budgets for best results?
Overcoming the challenges to effective interaction recording
Published on: February 17, 2023
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.
Understanding the options for call recording in Microsoft Teams
Published on: January 13, 2023
Recording calls and other customer service interactions is key for compliance, quality control and improving the overall experience.
2022 highlights from our customer service blog
Published on: January 06, 2023
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?
10 top tips for a winning customer service knowledge management system
Published on: November 18, 2022
Using knowledge effectively is key to driving excellence in customer service, particularly as queries become increasingly complex and information changes ever faster.
Seven ways to tackle call abandonment in the contact centre
Published on: October 14, 2022
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.
The 6 benefits of chatbots for housing associations
Published on: September 12, 2022
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?
The key questions to answer when embracing the cloud in your contact centre
Published on: September 02, 2022
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.
Why contact centres must focus more in First Contact Resolution
Published on: August 19, 2022
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.