Yes, it’s a thing. And if you want a lucrative slice of it, there are a few things you need to know.
Continue readingClosing the Customer Experience Gap
While creating a great customer experience is all the rage, there’s still too big a gap between expectations and reality.
Continue readingLove Your Data: Putting Your Call Centre Wait Times to Work
Put your call centre wait times to good use so you can give your customers more of what they want, and less of what they don’t.
Continue readingKeeping It Simple: IVR Design Best Practice
See the core principles of Best Practice in IVR Design – things you must get right if you’re going to get your CX right.
Continue readingIn Pursuit of Service Excellence: Putting the “Help” Back in “Help Desk”
Sure, the term “help desk” is a bit of an anachronism these days, but a rose by another name… Or so the saying goes.
Continue readingExtraordinary growth achieved through total transparency
Discover how call monitoring has helped one contact centre instill a positive culture and achieve extraordinary growth.
Continue readingFrom functional to experiential: Becoming a CX influencer in your organisation
How contact centre executives can influence their own leadership and management teams to improve CX.
Continue readingApplying the latest CX trends to your business
There are five trends in the customer experience space that are affecting your business right now, see the latest research.
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