Posts in Contact Centre Management

Self-care ideas for contact centre agents

Remote Control III: Four self-care ideas for contact centre agents

July 2nd, 2020 Posted by Contact Centre Management

You’ve got your team working from home while keeping your customer service standards humming, but how are your agents coping?

Contact centre agent dashboard

Remote Control II: Custom dashboards help agents monitor activity and metrics

June 19th, 2020 Posted by Contact Centre Management

Connect your agents with your contact centre work from home model fast, using highly configurable dashboards for real-time monitoring.

Managing a remote contact centre team

Remote Control: keep staff playing their A-game while working from home

June 3rd, 2020 Posted by Contact Centre Management

How do you keep your contact centre running under remote working conditions, maintain your high customer experience standards, and give your agents the support they need?

work from home

How to quickly enable your customer service staff to work from home

March 23rd, 2020 Posted by Cloud, Contact Centre Management, Workforce Management

The rapid spread of COVID-19 has forced workplaces to take urgent action to allow staff to work from home.

Chief Customer Officer

CX: The View from the C-Suite

February 21st, 2020 Posted by Contact Centre Management

A Customer Experience Trends 2020 report identifies an emerging business leadership role: The Chief Customer Officer.

First contact resolution

First Contact Resolution and what it can tell you about your contact centre

February 13th, 2020 Posted by Contact Centre Management

We unpack The Ascent Group’s latest benchmarking study into first contact resolution and the implications for your business.

Contact centre employee engagement

Leading the Game to Better Employee Engagement

January 31st, 2020 Posted by Contact Centre Management

Contact centre employee engagement is tricky to carry off, but not impossible. It’s just a case of leading the right game.

Contact centre business continuity plan

What Happens When the Worst Happens? Get Your Contact Centre Crisis-Ready

January 10th, 2020 Posted by Contact Centre Management

Having the right systems and processes is vital for creating a good customer experience. But are you ready for when things go wrong?