Embracing the cloud delivers major benefits for contact centres in terms of efficiency and flexibility. However, many businesses still have questions about the impact that moving their operations to the cloud would have...
Clearing is the busiest time of the year for universities and colleges. Get it right and they can fill courses and guarantee revenues. Fail to respond quickly enough to students and their questions, and they will take up offers from other institutions.
Looking after your agents has always been important to successful customer service. However, the pressures of the pandemic and remote working have brought it centre stage.
Read our new guest blog from leading contact centre expert Morris Pentel to learn best practice tips that will help you improve your working experience by making it better by design.
Successfully engaging with customers means delivering the right experience, personalised to their needs. This is especially true at the “moments of truth”, highly emotional times when things go wrong and which make or break relationships...
The switch to hybrid/blended working provides contact centres with opportunities to become more flexible and efficient while accessing a greater pool of talent. But competition to retain agents is likely to be fierce...
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?