Create a more productive contact centre workforce. Be in the loop about industry insights on enhancing customer experience and effective call centre collaboration solutions.
Are you looking to improve customer experience at your contact centre? Or perhaps you want to better support agents in handling large volumes of customer enquiries and maximise their time? … Read more “How to Grow Your Contact Centre Business with Automated Answering Systems”
No businesses want to start off on the wrong foot with their customers. Call centre agents being the first touchpoint, play an indispensable role in developing a positive, long-term business … Read more “10 Customer Courtesy Tips For Your Call Centre Agents”
We’re drawing to the conclusion of our series of posts focussed on the call centre niche. Hopefully, you should have a good picture of the state of the field and … Read more “Part 13: Call Centre Trends: The Future of Call Centres”
The most recent posts in our contact centres series put HR in the niche under the microscope. We studied staff retention and what centres do to tackle high turnover. Then, … Read more “Part 12: Call Centre Trends: Staff Training for Omnichannel Support”
In the previous post of this contact centre series, we tackled the issue of staff retention. Staff turnover is often high in contact centres. We looked at some of the … Read more “Part 11: Call Centre Trends: Team Building & Employee Satisfaction”
The previous post in this series looked at the overall contact centre market. We discovered that the niche is a robust and growing one. We also saw that firms in … Read more “Part 10: Call Centre Trends: Staff Retention”
Our series of posts devoted to contact centres have looked at the niche from many angles. We’ve considered the workers who are vital to contact centres and how their roles … Read more “Part 9: Call Centre Trends: Sales & Marketing”
If you’re a frequent reader of this blog, you know I’m a big believer in the value of customer experience (CX) as a competitive differentiator for brands. You’ll also know … Read more “The Importance of the Call Centre in the Delivery of CX”
Carlos Hidalgo gives more advice on delivering customer experience through the contact centre, managing and leading remote teams, and preparing contact centres for the new age of hybrid work. In … Read more “Delivering Exceptional Customer Experience: Tools, Talent and Training”