How do you determine which call in your contact centre reaches which agent? Part of delivering an excellent customer experience is ensuring that everyone who interacts with your contact centre … Read more “What Is Skills-Based Call Routing?”
The performance of your contact centre depends on the productivity of your agents. When your team members feel empowered by the right support, tools and technology, they’re able to accomplish … Read more “Contact Centre Agents Working from Home? How to Guarantee Productivity”
As the Covid-19 pandemic demonstrated to contact centre managers up and down the country, there are some types of events you can’t predict or control, with the potential to cause … Read more “Is Your Call Centre’s Workforce Management System Doing Its Job?”
Let’s address the obvious. The world as we know it has been turned upside down and there is a good chance we will never be the same again. In terms … Read more “How to Engage Work from Home Employees to Provide Better Customer Service”
The Current Situation We’ve seen an incredible amount of efforts from organisations embracing technology such as video collaboration to mobilise their workplace and keep the business moving. Each day presents … Read more “Get Contact Centre Agents Working from Home During the Crisis”
This blog post comes courtesy of Miya Knights, Head of Industry Insight, Eagle Eye Solutions Ltd. Having asked and read research of those who have asked consumers what is most … Read more “How Customer Experience Can Compete with Price”
Do you want to know the best way to grow a business? Customer loyalty is the key. Most entrepreneurs assume that the answer is to have the best products or … Read more “Customer Loyalty: Innovative Customer Retention Strategies”
The reason we’re able to provide insightful thought leadership content is the fantastic staff resources we have under our roof. The leaders of our business who develop strategy, share industry … Read more “Ringside: Insider Interview with Shaun Spivak”