If you lead a team in a contact centre, you’ll already understand the importance of customer experience (CX). Good CX boosts business success and profitability. A Salesforce study found that … Read more “How To Build a Customer-Centric Team”
Highlights: Elevate customer experiences with video interactions and improved call routing. Reduce agent effort providing the best answers to resolve customer issues quickly. Gain operational insights into WhatsApp outbound campaigns … Read more “New Customer Experience Capabilities for Smarter Work & Deeper Insights”
Turnover has always been an integral part of call centre life, with an estimated rate of around 26% depending on the sector of activity compared to an average of 15% … Read more “3 Ways To Improve the Agent Experience and Reduce Contact Centre Turnover”
It’s no longer just “nice” for call centre agents to provide an exceptional contact centre experience, it’s vital. According to the report, 2022 June Market Study: CX Trends, Challenges & … Read more “Top 10 RingCentral Customer Experience Innovations for 2022”
Highlights: Companies must provide more agile digital options that can meet customers where they are. The right contact centre solutions can boost agent productivity and agility in operations while also … Read more “RingCentral Joins Google’s Chrome Enterprise Recommended Contact Centre Solutions”
If you’re a frequent reader of this blog and my articles, you already know that customer experience (CX) is a recurring theme for me. The reason why? I firmly believe … Read more “The ROI of Customer Experience”
Sebastian Glock is Senior Technology Evangelist at Cognigy where he acts as a mediator between technology and business. He has advised top-tier companies in Europe and North America in digital … Read more “Ringside: Insider Interview with Sebastian Glock”
Daniel Ord is a certified CXPA Recognised Training Provider with an insightful background. Accumulating years of experience through other companies and his own (OmniTouch International), Daniel is no stranger to … Read more “Ringside: Insider Interview with Daniel Ord”
Looking to resolve your customers’ queries quicker? 68% of people get annoyed when their call is transferred between departments so don’t keep them waiting. Consider using conversational AI to facilitate … Read more “How Conversational AI Facilitates Smart Routing”