Your customers’ experiences with you extend way beyond the physical conversations they have with your contact centre or front line teams.
Continue readingHow to Implement and Measure First Call Resolution Effectively
First Call Resolution Rate (FCR) is considered to be perhaps the most important metric – but are you measuring it correctly?
Continue readingThe “New Normal” for Contact Centres and Business Operations
Contact Centres need to adapt to the new “normal” way of doing business, or face losing customers. Normal now, is very different to 5 years ago.
Continue readingHow to: Embracing AI in the Contact Centre
Is artificial intelligence a threat to the future of Contact Centres, or can it actually enhance the customer experience and improve your agents’ worklife?
Continue readingWhy Contact Centre CX is Crucial to the Customer Journey
The CX difference: why it’s more important than ever to ensure your Contact Centre CX is easy and seamless at every touchpoint.
Continue readingIn Praise of Knowledge Management
Smash KPIs and improve CX using integrated knowledge management to keep Contact Centre team members informed and better equipped to to assist customers.
Continue readingHow Effective is your Contact Centre Training?
Team performance can make or break customer experience, and training is vital in ensuring your contact centre staff stay engaged and deliver exceptional service.
Continue readingContact Centre of the Future: The Chatbots Are Coming
The Contact Centre technology that you definitely need to consider: lower costs, increase productivity, and improve agent morale, all with the humble chatbot.
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