Monthly Archives: June, 2017

Customer Journey Mapping

Why Contact Centre CX is Crucial to the Customer Journey

June 23rd, 2017 Posted by Customer Experience

The CX difference: why it’s more important than ever to ensure your Contact Centre CX is easy and seamless at every touchpoint.

Knowledge Management

In Praise of Knowledge Management

June 16th, 2017 Posted by Contact Centre Management, Customer Experience

Smash KPIs and improve CX using integrated knowledge management to keep Contact Centre team members informed and better equipped to to assist customers.

contact centre training

How Effective is your Contact Centre Training?

June 9th, 2017 Posted by Contact Centre Management, Customer Experience

Team performance can make or break customer experience, and training is vital in ensuring your contact centre staff stay engaged and deliver exceptional service.

The chatbots are coming

Contact Centre of the Future: The Chatbots Are Coming

June 2nd, 2017 Posted by Customer Experience, Contact Centre Management, Technology

The Contact Centre technology that you definitely need to consider: lower costs, increase productivity, and improve agent morale, all with the humble chatbot.