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How to migrate your contact centre to Microsoft Teams successfully

Published on: May 07, 2021
Author: Pauline Ashenden - Demand Generation Manager

Microsoft Teams unlocks enormous benefits for your contact centre - from improved collaboration and greater efficiency to seamless remote and hybrid working. However, successfully embracing Teams requires a carefully planned migration...

The benefits of building emotional intelligence in your team

Published on: April 30, 2021
Author: Pauline Ashenden - Demand Generation Manager

The pandemic and lockdowns have increased the focus on the human side of customer service, and particularly, the need for agents and organisations to develop emotional intelligence skills to meet their own and customers’ changing needs...

The changing place of call recording in the contact centre

Published on: April 23, 2021
Author: Pauline Ashenden - Demand Generation Manager

While 93% of contact centres are already using call recording solutions, new innovations such as AI mean that its benefits and applications are deepening, particularly in a hybrid working world.

5 ways collaboration tools benefit customer service

Published on: April 09, 2021
Author: Pauline Ashenden - Demand Generation Manager

How are collaboration and communication tools benefiting the contact centre? New research from ContactBabel highlights 5 areas where adopting these solutions is helping improve CX...

5 areas to focus on for agent wellbeing

Published on: April 01, 2021
Author: Pauline Ashenden - Demand Generation Manager

The pandemic and remote working has increased the importance of understanding and supporting the mental and physical wellbeing of contact centre agents. But how can you best meet the challenge?

How Microsoft Teams delivers contact centre ROI

Published on: March 26, 2021
Author: Pauline Ashenden - Demand Generation Manager

Businesses understand the benefits that Microsoft Teams can deliver – but need to quantify them properly to create an effective business case for implementing it within their contact centre.

3 areas to focus on to meet changing customer needs

Published on: March 12, 2021
Author: Pauline Ashenden - Demand Generation Manager

Today’s consumers are increasingly demanding when it comes to customer service, particularly around digital, omnichannel and mobile. How can organisations meet their needs in these three key areas?

Building the hybrid contact centre with Microsoft Teams

Published on: March 05, 2021
Author: Pauline Ashenden - Demand Generation Manager

Moving forward the needs of customers – and customer service staff – are changing radically. How can contact centres transform successfully?

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