Research has found that over 90% of contact centre agents will change jobs in 2021. Stress and burnout are amongst the key reasons for this churn. How can contact centres ensure they are retaining their best people?
How can artificial intelligence help deliver a better customer experience and how far down the path to AI has the industry travelled? What will be the impact on agents and customers?
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 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...
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.
How can contact centres successfully deal with a rising volume of customer calls, delivering efficient, effective and fast service?
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...
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?
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.
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?