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Inspiration, ideas and tips to help you delight your customers and take customer experience to new heights.

contact-centre-data

Driving improvements with contact centre data and reporting

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,
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Keeping the human touch in your contact centre CX solutions

Keeping the human touch in your contact centre CX solutions

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
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IVR call routing solution

5 features you need in an IVR call routing solution

In previous blogs, we have discussed how call queues can build to frustrating lengths for customers and damage your company’s reputation. Long call queues can increase stress for your agents,
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call centre software with business reporting and intelligence

Why you need call centre software with business reporting and intelligence

Your company’s success partially relies on whether you deliver an excellent customer experience. But, how do you measure your delivery? The answer to that question lies in the data and
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Microsoft Teams integration for Contact Centre as a Service

Microsoft Teams integration for Contact Centre as a Service

I speak with many companies who install custom software or use multiple tools to meet the needs of their customer service and sales teams. While these tools might deliver many
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Diverse call center workers sitting in row - focus on customers

Overcoming the CX challenges in your business

Think back to your last experience making an online purchase. I trust that in these times, it was not very long ago. I imagine that you experienced a few of
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CASE STUDY

Phoenix Health Fund Transforms CX with Premier Contact Point