Today’s contact centres must provide a wide selection of customer touchpoints without increasing costs or agent workloads. As such, digital transformation has become imperative for contact centres. Digital transformation is
Inspiration, ideas and tips to help you delight your customers and take customer experience to new heights.
Your contact centre is more than a factory for providing advice and solving problems. No longer are contact centres voice-driven departments whose goal is to get people off the phone
Choosing the right contact centre solution can feel like a big task. There are many factors to consider, such as the needs of your contact centre, agents, leadership team and
Your contact centre is a busy place. You might have call queues out the virtual door on any given day, and not every customer query will be worth this long
Data is the new gold! And so much data flows in and out of contact centres every day. Call volumes, average handle time (AHT), customer sentiment, first call resolution rate,
Contact centre technology has changed the nature of customer experience (CX). It has reduced the number of agents needed in a contact centre at any one time, improved customer experience