Challenges of improving CX: discover why some CX projects fail, and what the key drivers of successful CX projects are.
Continue readingMeet Ms Bond, Tomorrow’s Contact Centre Agent
The contact centre in 2025 will have evolve to deal with more responsibilities and far more complex issues
Continue readingCX – The “New Black” in Market Differentiation and Growth
Discover how Customer Experience drives revenue growth and profit growth and has become the “new black” of business strategy.
Continue readingHelp Your Contact Centre Teams Embrace Technology Change
Have you ever experienced resistance from members of your contact centre team when new technology is implemented?
Continue readingWhat About the Workers? A New Kind of Contact Centre Survey
What about the little, and not-so-little things that can make a difference to an often stressful and demanding job where they are closely monitored
Continue readingCreating and Measuring KPIs in Your Contact Centre
How to assess which KPIs are really the most important when it comes to maintaining effectiveness and managing efficiency.
Continue readingHow to Efficiently Monitor Agent Roster Adherence
Tracking and measuring agent roster adherence can be an administrative burden. Here’s how to do it quickly and accurately.
Continue readingAre Contact Centres the Hub of CX Management?
How Contact Centres have moved from the operational backwater to become the linchpin of CX management and a valuable strategic asset.
Continue reading