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Confusing, hard to use software creates friction. It can make employees frustrated, irritable, and unproductive, and the last thing anyone wants is short-fused agents. Inversely, happy employees mean happy customers. … Read more “Managing Your Call Centre With CRM”
In 2018, Kimberly McAtee, a part-time barista at Starbucks, began her new life as a student at Arizona State University (ASU). Further education was always on her radar, but the … Read more “What Do Your Employees Need To Keep Customers Happy?”
The Benefits of Workforce Management (WFM) Software People are at the heart of every successful organisation, and in order for your business to thrive you need to get the most … Read more “What Is WFM and What Are the Benefits?”
Many companies have taken the opportunity to put advanced technology to use in their contact centres to better serve customers. Some organisations are taking advantage of contact centre as a … Read more “Automated and AI Customer Service for Contact Centres”
Last year saw more contact centres than ever migrating to the cloud. The motivation is obvious and the stats are plain: in April 2020, 87% of contact centres were making … Read more “Why a Virtual Contact Centre Must Be Part of Your Customer Service Strategy”
ContactBabel recently launched The 2020-21 UK Contact Centre Decision-Makers’ Guide, based on surveys with 233 UK organisations and 1,000+ interviews with UK consumers. The findings of ContactBabel’s research are reported … Read more “2020-21 UK Contact Centre Decision Makers Guide”
As a call centre representative or manager, chances are you probably receive an angry phone call at least once a day. It could be an irate caller complaining about a … Read more “Angry Phone Call: 10 Customer Service and De-escalation Techniques to Handle an Angry Caller”
The number of people working in call centres is constantly rising. Despite increases in digital services and support channels, call centres are still necessary. 61% of consumers prefer voice communication … Read more “Call Centre Stress Management: 10 Reasons Your Call Centre Agents are Stressed and How to Help Them”
Despite many companies hosting online knowledge hubs, customers still often choose to contact call centres. There is a range of reasons for this. It could be that they don’t trust … Read more “The Definitive Guide to Working in a Call Centre: What is it Like? Tips and Skills Needed”