Reducing incoming call volumes while increasing customer satisfaction
Published on: April 16, 2021
How can contact centres successfully deal with a rising volume of customer calls, delivering efficient, effective and fast service?
Best Practice
5 areas to focus on for agent wellbeing
Published on: April 01, 2021
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
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
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
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
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
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...
The benefits of bringing video into the contact centre
Published on: December 11, 2020
Extending video into customer service delivers major benefits to both consumers and organisations – our new blog explains the advantages and how it can be incorporated into your contact centre.
How do you create super-agents in your organisation?
Published on: November 26, 2020
The rise of self-service means that the interactions personally handled by contact centre agents have become more complex and involved. This dramatically changes the skills and support agents need to be effective and meet changing customer needs. How can organisations find and nurture the ‘super agents’ required to deliver this more involved, empathetic level of customer service?
Delivering impactful results from your Voice of the Customer programme
Published on: November 13, 2020
Understanding changing customer needs is vital if companies are to increase engagement, satisfaction and long-term revenues. Listening to the Voice of the Customer (VoC) is central to this – but where should organisations start when it comes to implementing and scaling their programmes?