Why Contact Centre CX is Crucial to the Customer Journey
June 23rd, 2017 Posted by Steve Fitzgerald Customer ExperienceThe CX difference: why it’s more important than ever to ensure your Contact Centre CX is easy and seamless at every touchpoint.
Monthly Archives: June, 2017
In Praise of Knowledge Management
June 16th, 2017 Posted by Steve Fitzgerald Contact Centre Management, Customer ExperienceSmash KPIs and improve CX using integrated knowledge management to keep Contact Centre team members informed and better equipped to to assist customers.
How Effective is your Contact Centre Training?
June 9th, 2017 Posted by Steve Fitzgerald Contact Centre Management, Customer ExperienceTeam performance can make or break customer experience, and training is vital in ensuring your contact centre staff stay engaged and deliver exceptional service.
Contact Centre of the Future: The Chatbots Are Coming
June 2nd, 2017 Posted by Steve Fitzgerald Customer Experience, Contact Centre Management, TechnologyThe Contact Centre technology that you definitely need to consider: lower costs, increase productivity, and improve agent morale, all with the humble chatbot.
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