The Peak-End Rule and what it means for customer service
Published on: July 23, 2021
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.
Best Practice
Understanding the benefits of moving your contact centre to the cloud
Published on: July 16, 2021
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...
5 ways universities can prepare for a successful clearing
Published on: July 07, 2021
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.
The 3 business benefits of focusing on your agents
Published on: June 25, 2021
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.
6 ways to improve performance in your contact centre team
Published on: June 18, 2021
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.
Delivering excellent customer service at the moments that matter
Published on: June 11, 2021
Successfully engaging with customers means delivering the right experience, personalised to their needs. This is especially true at the “moments of truth”, highly emotional times when things go wrong and which make or break relationships...
Successfully managing the shift to hybrid working
Published on: June 04, 2021
The switch to hybrid/blended working provides contact centres with opportunities to become more flexible and efficient while accessing a greater pool of talent. But competition to retain agents is likely to be fierce...
How to migrate your contact centre to Microsoft Teams successfully
Published on: May 07, 2021
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 benefits of building emotional intelligence in your team
Published on: April 30, 2021
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...
The changing place of call recording in the contact centre
Published on: April 23, 2021
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.