How can contact centres successfully deal with a rising volume of customer calls, delivering efficient, effective and fast service?
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.
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.
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?
With customer experience now key to winning and retaining business for every organisation how can contact centres play their part?
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...
Extending video into customer service delivers major benefits to both consumers and organisations – our new blog explains the advantages and how it can be incorporated into your contact centre.
The rise of self-service means that the interactions personally handled by contact centre agents have become more complex and involved. This dramatically changes the skills and support agents need to be effective and meet changing customer needs. How can organisations find and nurture the ‘super agents’ required to deliver this more involved, empathetic level of customer service?
Understanding changing customer needs is vital if companies are to increase engagement, satisfaction and long-term revenues. Listening to the Voice of the Customer (VoC) is central to this – but where should organisations start when it comes to implementing and scaling their programmes?