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As customer demands grow increasingly complex and the need for service excellence accelerates, contact centres and their agents are under immense pressure to perform accurately and quickly. In an increasingly … Read more “What is Phonetic Alphabet (NATO) and How it Improves Customer Service”
Turnover has always been an integral part of call centre life, with an estimated rate of around 26% depending on the sector of activity compared to an average of 15% … Read more “3 Ways To Improve the Agent Experience and Reduce Contact Centre Turnover”
In this article, we will discuss: What is call centre recording? How it works Common types of call centre recording systems Benefits of call recording Best practices for call … Read more “Call Centre Recording and Its Benefits”
66% of customers typically resolve issues via phone support, making it an essential component of your customer service strategy. However, setting up and maintaining phone systems can be expensive, time-consuming, … Read more “Calling Software for Call Centres: Everything You Need to Know”
Reaching out to your customers is one of the most important parts of a sales strategy. Increasingly, customers expect to be able to reach brands in more than one channel, … Read more “7 Ways to Improve Omnichannel Customer Experience”
Call centre management isn’t easy, especially when it comes to keeping your employees and customers engaged and happy. Those in senior management positions need to know the business and any … Read more “Call Centre Management: What It Is and 7 Best Practices”
Contact centre analytics are fuelling the contact centres of the future. And today we’re here to find out exactly why that is. The modern contact centre is a busy and … Read more “Contact Centre Analytics: Future-Ready Customer-First Solutions”
If you’re a frequent reader of this blog and my articles, you already know that customer experience (CX) is a recurring theme for me. The reason why? I firmly believe … Read more “The ROI of Customer Experience”
Daniel Ord is a certified CXPA Recognised Training Provider with an insightful background. Accumulating years of experience through other companies and his own (OmniTouch International), Daniel is no stranger to … Read more “Ringside: Insider Interview with Daniel Ord”