Blog

How can you reduce contact centre response times?

Published on: April 19, 2022
Author: Pauline Ashenden - Demand Generation Manager

They say patience is a virtue. But not in customer service. Most consumers today want their queries turned around as quickly as possible, without having to wait.

How are banks meeting changing customer service needs?

Published on: April 11, 2022
Author: Pauline Ashenden - Demand Generation Manager

Delivering the right customer experience in financial services has never been more vital – or more difficult. So, how are banks and other financial services businesses responding?

Four ways to avoid customers having to repeat themselves

Published on: April 04, 2022
Author: Pauline Ashenden - Demand Generation Manager

When customers reach out to a contact centre, they want to feel their time is being valued. Which is why they hate having to repeat information, every time they are transferred...

Getting customer service right on Mother’s Day

Published on: March 18, 2022
Author: Pauline Ashenden - Demand Generation Manager

Mother’s Day brings increased pressure for contact centres, as it falls on a Sunday and requires everything, from delivery to the present itself, to be perfect. How can companies ensure that they are ready?

Overcoming the challenges to customer service quality

Published on: March 11, 2022
Author: Pauline Ashenden - Demand Generation Manager

With interaction volumes rising, delivering a consistently high-quality response to every customer is an increasing challenge for contact centre teams. What is preventing success?

Why so many contact centres are turning to Microsoft Teams (Video)

Published on: February 07, 2022
Author: Pauline Ashenden - Demand Generation Manager

With its combination of superior collaboration tools, workplace chat, video meetings, shared file storage, and application integration designed to deliver a powerful collaboration environment, a growing number of contact centres are implementing Microsoft Teams.

The three areas to focus on to empower your agents

Published on: January 31, 2022
Author: Pauline Ashenden - Demand Generation Manager

Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience.

Four key considerations for customer self-service success

Published on: January 24, 2022
Author: Pauline Ashenden - Demand Generation Manager

The average customer today is more digital-savvy than ever and is happy to find answers to routine customer service questions themselves. But for self-service to deliver real ROI you need to overcome four major challenges.

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