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Expectations around customer experience are constantly changing. In the past, the only option a customer had if they needed help was to pick up a phone. After a while, emails … Read more “Why Social Media Should Be Part of Your Contact Centre Operation”
Looking to enable and encourage your contact centre agents? We’ve put together our top tips on how to optimise productivity, effectively delegate call centre work from home and manage your remote team.
How important is it that your Customer Experience Head be a Contact Centre Expert too? In this article, Daniel Ord, CCXP considers the answer to this question. In early June, … Read more “The Importance of Being a Contact Centre and Customer Experience Expert”
It’s a dog-eat-dog business at the best of times, so how can contact centres stand out from the crowd in an even more competitive, post-pandemic world? Read the blog to get some valuable advice.
A common refrain in our series on contact centres has been that they are “people businesses”. The critical element of any centre’s operations is the interaction between agents and customers. … Read more “Part 8: Call Centre Trends: Forecasting & Workforce Management”
A modern contact centre is a complex place. You see, agents have many different tasks to complete. And the best practices for fulfilling their duties are ever-changing. How to best … Read more “Part 7: Call Centre Trends: Call Scripts”
So far, our series dedicated to call centres has maintained a narrow focus. We’ve examined the contact centre niche and some of the principal trends within it. We’ve looked at … Read more “Part 6: Call Centre Trends: Customer Experience”
As part of this series dedicated to call centres, we’re trying to drill down into the sector trends. We’ve already taken a look at broad tech developments and the shift … Read more “Part 5: Call Centre Trends: Omnichannel Support”
The contact centre industry is at the vanguard of digital transformation. Our previous posts in this series looked at the tech trends that are reshaping the sector. One of the … Read more “Part 4: Call Centre Trends: Cloud Contact Centres”