Best Practice

How to migrate your contact centre to Microsoft Teams successfully

Published on: May 07, 2021
Author: Pauline Ashenden - Demand Generation Manager

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 benefits of building emotional intelligence in your team

Published on: April 30, 2021
Author: Pauline Ashenden - Demand Generation Manager

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...

The changing place of call recording in the contact centre

Published on: April 23, 2021
Author: Pauline Ashenden - Demand Generation Manager

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.

5 areas to focus on for agent wellbeing

Published on: April 01, 2021
Author: Pauline Ashenden - Demand Generation Manager

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?

How Microsoft Teams delivers contact centre ROI

Published on: March 26, 2021
Author: Pauline Ashenden - Demand Generation Manager

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.

How to build mental muscle memory for customer service success

Published on: February 19, 2021
Author: Pauline Ashenden - Demand Generation Manager

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.

How to pick the right contact centre technology for your business

Published on: January 29, 2021
Author: Pauline Ashenden - Demand Generation Manager

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?

4 areas to focus on for successful CX in 2021

Published on: January 22, 2021
Author: Pauline Ashenden - Demand Generation Manager

With customer experience now key to winning and retaining business for every organisation how can contact centres play their part?

Learning from Santa’s customer service success

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

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...

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