In the past few years, there have been many changes in customer behaviour and contact centres have had to adapt quickly to keep up. As well as a growing workload … Read more “Ask the Expert: How Can You Align AX and CX To Solve Queries at First Contact?”
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”
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?”
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”
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”
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”