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.
Best Practice
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?
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?
The key questions to answer when embracing the cloud in your contact centre
Published on: September 02, 2022
With more and more contact centres seeing the benefits of moving to the cloud, companies are asking more detailed questions about the functionality and advantages that it provides.
Why contact centres must focus more in First Contact Resolution
Published on: August 19, 2022
Customers want their queries answered accurately without having to make contact more than once. That makes achieving high First Contact Resolution (FCR) rates vital to the overall customer experience.
Creating a framework for digital transformation
Published on: August 05, 2022
A lot has been said about the importance of digital transformation in business today, including in customer experience. But many transformations fail to deliver the benefits they promised. In our latest blog we describe how you can increase your chances of a digital CX success by following a structured process that focuses on four key considerations...
Why knowledge management is essential for your contact centre
Published on: July 08, 2022
Knowledge is now more important than ever for effectively dealing with customers’ queries in the contact centre. But at the same time, it is also more difficult to manage in terms of complexity and channel range. Our latest blog explains the essential role of knowledge and highlights key requirements for an effective knowledge management strategy.
6 ways of delivering excellent B2B customer service
Published on: July 01, 2022
The standard of business-to-business (B2B) customer service delivered by companies is central to retaining and growing clients and revenues. And while it has many similarities to its B2C cousin, it has its own particular challenges. In our new blog we explain the differences between B2B and B2C customer service, and the best practice you need to drive success.