Let your employees work from anywhere with a web UI
Published on: April 14, 2023
Contact centres increasingly needing to support remote working – increasing the need for web user interfaces (UIs).
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Tactics to improve the contact centre experience
Published on: March 17, 2023
Companies that invest in CX technology outperform their peers according to research. But where should organisations spend their budgets for best results?
Overcoming the challenges to effective interaction recording
Published on: February 17, 2023
Call recording has moved far beyond its roots in the voice channel to deliver quality assurance a nd insights around every type of interaction. Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome. Read the full article on our parent company Enghouse Interactive’s site.
Understanding the options for call recording in Microsoft Teams
Published on: January 13, 2023
Recording calls and other customer service interactions is key for compliance, quality control and improving the overall experience.
2022 highlights from our customer service blog
Published on: January 06, 2023
2023 promises to be a challenging year economically, directly impact customer service teams. What can we learn from 2022 as we set out strategies for the year ahead?
Taking a peek into Santa’s contact centre
Published on: December 01, 2022
Father Christmas sets the gold standard when it comes to delivering amazing customer service under extreme pressure. So, what’s the secret of his success?
Why contact centres are choosing the cloud for adding new functionality
Published on: November 24, 2022
Increasingly contact centres are migrating to the cloud for the ability it gives them to deploy new technology, faster and with greater ease.
10 top tips for a winning customer service knowledge management system
Published on: November 18, 2022
Using knowledge effectively is key to driving excellence in customer service, particularly as queries become increasingly complex and information changes ever faster.
Seven ways to tackle call abandonment in the contact centre
Published on: October 14, 2022
If customers are kept waiting too long to speak to an agent, the chances are they’ll become frustrated and just hang up, potentially impacting loyalty and revenues.
The 6 benefits of chatbots for housing associations
Published on: September 12, 2022
As housing association tenants increasingly embrace digital channels, AI-powered chatbots provide a new way of engaging with customers and meeting their needs. How can housing associations implement them effectively and what are the advantages?