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”
If you’re active online, then we guarantee you know what a chatbot is. According to a study, 1.4 billion people use chatbots regularly. Although this might not seem like a … Read more “The Ultimate Guide to Chatbots: What is a Chatbot? Why Are They Important?”
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”
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”
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”
A few weeks ago I was on a call with a support specialist when I heard a dog bark in the background. Clearly embarrassed, the agent quickly apologised for the … Read more “Hybrid Work in the Contact Centre”
Enabling the customer experience A recent Customer Experience study by Accenture showed that only 20% of companies are succeeding in delivering good customer experience (CX). This low number exists despite … Read more “Customer Experience Begins with Employee Experience”
In today’s digital world, most companies recognise the value of social media. With roughly 4.2 billion active users across Facebook, Twitter, and Instagram, it represents a vast, lucrative market. Social … Read more “Essential Social Media Marketing Tips for Customer Service”
More than half of businesses (58%) have a single virtual contact centre as part of their customer service strategy. This comes as no surprise given the events of 2020. Many … Read more “How to Set Up a Virtual Contact Centre: A Starter Kit”