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You may think that you and your organisation are immune. Immune to sudden events or catastrophes that could make all your years of hard work meaningless.But no one is resistant … Read more “Disaster Recovery”
When was the last time you sat and read the newspaper front to back? It’s safe to say that, like a lot of people these days, you probably get the … Read more “Digitalisation”
Call Blocker: Say Goodbye to Nuisance Calls! You know the scenario: You’re relaxing at home with a good book or maybe trying to get an important report completed at … Read more “Call Blocker”
What is an Endpoint?: Vital Components, Strategies and Benefits Data breach costs have risen by 12.7% in the past year since 2020. This is at an all-time high. As more … Read more “Endpoint”
Everything you need to know about call queues We’ve all experienced it: we try to get through to our car insurance contact centre only to get stuck listening to a … Read more “Call Queue”
What is Contact Centre Management? 7 Best Practices for Ultimate Efficiency Today’s customers expect a particularly high standard of customer service from businesses. Nowadays – with a range of communication … Read more “Contact Centre Management”
Average Handle Time: Executing the 8 Best Practices Life’s busy for a lot of people. So when they call a contact centre, they don’t want to be waiting for ages. … Read more “Average Handle Time”
18 Call Centre KPIs and Metrics to Track for Maximum Productivity Call centres have come a long way, especially in the last decade or so. As with many other industries, … Read more “Call Center KPI”
A Complete Guide to Call Centre QA To Optimise Your Workforce Quality assurance is a central process for all businesses, and call centres are no different. Quality assurance (or QA) … Read more “Call Centre QA”