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A few weeks ago I was on a call with a support specialist when I heard a dog bark in the background. Clearly embarrassed, the agent quickly apologised for the … Read more “Hybrid Work in the Contact Centre”
Introduction The flexibility of working from home became even more apparent in the past twelve months. For many, it was not even the normality before offices shut and work patterns … Read more “How to Successfully Motivate Your Remote Contact Centre Team”
Nearly 95% of consumers cite customer service as important in their choice of and loyalty to a brand. A lack of good customer support can cause you to lose out … Read more “How To Make Your Customer Support More Responsive”
I remember a conversation I had with one of my business mentors when I was starting out on my own with my first business. “Revenue is great, but the thing … Read more “Traps to Avoid To Manage Your Call Centre Costs”
For customers who want to cut out lengthy call queues and deal with responses to queries at a time that suits them, email can be an easy way to reach … Read more “Guide to Email Management in Call Centres”
If you have been a frequent reader of this blog and in particular my posts (don’t worry I won’t hold it against you if you haven’t), you have come to … Read more “How AI Can Improve CX in the Contact Centre”
Perhaps there has been no other year when the contact centre played a more pivotal role in the delivery of customer experience (CX). With the unprecedented surge in calls due … Read more “Turbo Charging CX in the Contact Centre”
People, process and technology are the three core elements of great contact centre performance. The Contact Centre Helper Spring Survey, in partnership with RingCentral, gives unique insights that show how … Read more “Are You Delivering Excellent Customer Service?”
More than half of businesses (58%) have a single virtual contact centre as part of their customer service strategy. This comes as no surprise given the events of 2020. Many … Read more “How to Set Up a Virtual Contact Centre: A Starter Kit”