Are you looking to improve customer experience at your contact centre? Or perhaps you want to better support agents in handling large volumes of customer enquiries and maximise their time? … Read more “How to Grow Your Contact Centre Business with Automated Answering Systems”
Customer care is taking care of your customer. End of the article, right? If only it were so simple. While every eCommerce business realises the importance of providing the best … Read more “What is Customer Care? The Ultimate Guide”
For the Ringmasters series, we look behind the curtain at how our teams internationally actually use RingCentral day-to-day. They offer advice on getting the most out of the platform and … Read more “How Our Customer Success Team Drives Growth and Prioritises Wellbeing”
The role of a contact centre agent is a challenging one, to be certain. Agents are required to address customer issues, exhibit patience and meet customers’ expectations even when they … Read more “Why Organisational Alignment is Important for Your Contact Centre”
Consumers have changed in meaningful ways in the past year, and now it’s the responsibility of businesses to keep pace with shifting customer preferences and behaviours. Welcome to Ringside. This … Read more “Ringside: Insider Interview with Paolo Fabrizio”
If you’re a frequent reader of this blog, you know I’m a big believer in the value of customer experience (CX) as a competitive differentiator for brands. You’ll also know … Read more “The Importance of the Call Centre in the Delivery of CX”
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”
Introduction The flexibility of working from home became even more apparent in the past twelve months. For many, it was not even the normality before offices shut and work patterns … Read more “How to Successfully Motivate Your Remote Contact Centre Team”
I remember a conversation I had with one of my business mentors when I was starting out on my own with my first business. “Revenue is great, but the thing … Read more “Traps to Avoid To Manage Your Call Centre Costs”