From fuel shortages to freak weather events, businesses are facing a range of disruptions caused by factors outside their control. Many of these are impossible to plan for or predict. Here are five ways to ensure your contact centre can cope with unplanned disruptions...
As we celebrate National Customer Service Week, it is the perfect time for senior management to focus on the area and re-evaluate their customer service strategy.
In the old days, the contact centre was seen primarily as a cost centre. Managing it successfully relied on improving productivity and keeping costs low, without impacting the service that was delivered. How are these ideas are being superseded?
More and more contact centres are recognising the benefits of adopting cloud technologies or moving their entire infrastructure into the cloud. But planning a successful cloud migration can be a challenge.
Every sector faces peaks in demand, where delivering excellent customer service becomes even more business-critical. Being able to scale up (and down) resources to meet changing demand is therefore vital.
In our latest guest blog Colin Shaw of Beyond Philosophy explains the concept of the Peak-End Rule and what it means in customer service.
Embracing the cloud delivers major benefits for contact centres in terms of efficiency and flexibility. However, many businesses still have questions about the impact that moving their operations to the cloud would have...
Clearing is the busiest time of the year for universities and colleges. Get it right and they can fill courses and guarantee revenues. Fail to respond quickly enough to students and their questions, and they will take up offers from other institutions.
Looking after your agents has always been important to successful customer service. However, the pressures of the pandemic and remote working have brought it centre stage.
Read our new guest blog from leading contact centre expert Morris Pentel to learn best practice tips that will help you improve your working experience by making it better by design.