Trends & Markets

Increasing agent retention in the hybrid workplace

Published on: May 21, 2021
Author: Pauline Ashenden - Demand Generation Manager

Research has found that over 90% of contact centre agents will change jobs in 2021. Stress and burnout are amongst the key reasons for this churn. How can contact centres ensure they are retaining their best people?

Successfully embracing AI for customer service

Published on: May 14, 2021
Author: Pauline Ashenden - Demand Generation Manager

How can artificial intelligence help deliver a better customer experience and how far down the path to AI has the industry travelled? What will be the impact on agents and customers?

The benefits of building emotional intelligence in your team

Published on: April 30, 2021
Author: Pauline Ashenden - Demand Generation Manager

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...

3 areas to focus on to meet changing customer needs

Published on: March 12, 2021
Author: Pauline Ashenden - Demand Generation Manager

Today’s consumers are increasingly demanding when it comes to customer service, particularly around digital, omnichannel and mobile. How can organisations meet their needs in these three key areas?

Building the hybrid contact centre with Microsoft Teams

Published on: March 05, 2021
Author: Pauline Ashenden - Demand Generation Manager

Moving forward the needs of customers – and customer service staff – are changing radically. How can contact centres transform successfully?

4 key trends from the 2021 ICS UK Customer Satisfaction Index

Published on: February 12, 2021
Author: Pauline Ashenden - Demand Generation Manager

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
Author: Pauline Ashenden - Demand Generation Manager

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...

5 ways to get your contact centre fit for 2021

Published on: January 15, 2021
Author: Pauline Ashenden - Demand Generation Manager

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
Author: Pauline Ashenden - Demand Generation Manager

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
Author: Pauline Ashenden - Demand Generation Manager

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...

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