Building the hybrid contact centre with Microsoft Teams
Published on: March 05, 2021
Moving forward the needs of customers – and customer service staff – are changing radically. How can contact centres transform successfully?
Pauline Ashenden - Demand Generation Manager
How to build mental muscle memory for customer service success
Published on: February 19, 2021
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
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
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...
How to pick the right contact centre technology for your business
Published on: January 29, 2021
Successfully delivering high-quality customer service starts with having the right technology infrastructure in place. How can you ensure you pick the best solution for your needs?
4 areas to focus on for successful CX in 2021
Published on: January 22, 2021
With customer experience now key to winning and retaining business for every organisation how can contact centres play their part?
5 ways to get your contact centre fit for 2021
Published on: January 15, 2021
The ongoing pandemic makes it difficult to predict the near-future. However, one thing is clear – consumers will continue to demand the highest standards of customer service, whatever channel they use to make contact with you. How can you ensure your contact centre is ready for the challenge?
Practical ways to reduce hidden contact centre costs
Published on: January 08, 2021
In current times businesses are looking at how they can optimise their operations and work as efficiently as possible, while still delivering the high levels of customer service that consumers expect. This post outlines 5 key areas to focus on if you want to reduce hidden costs in the contact centre...
Reviewing 2020 – our top blog posts from last year
Published on: January 05, 2021
As we move forward into 2021, now is the perfect time to review the past year, with all its disruption and challenges. We’ve chosen 8 of our top articles to illustrate the trends and opportunities that 2020 brought...
Learning from Santa’s customer service success
Published on: December 16, 2020
When it comes to customer service, Father Christmas has been delighting children for countless years. Our last blog of the year looks at the secrets of his success – and how contact centres can learn from him...