Blog

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?

How to build mental muscle memory for customer service success

Published on: February 19, 2021
Author: Pauline Ashenden - Demand Generation Manager

Customer service authority Micah Solomon explains how you can successfully build mental muscle memory and ensure your agents automatically put the customer first in everything they do.

4 key trends from the 2021 ICS UK Customer Satisfaction Index

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

How are customer needs changing and how satisfied are consumers with the service they are receiving? The latest Institute of Customer Service UK Customer Satisfaction Index provides key insights for everyone in the industry...

Preparing for the hybrid contact centre

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

The last year has transformed contact centres, with the majority forced to switch to remote working due to pandemic lockdowns. Looking forward, the world of work has changed forever, leading to a need for a hybrid working model within customer service...

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