As contact centres increasingly switch to Microsoft Teams, they need to deliver key functionality, such as call recording via the platform. There are multiple approaches to call recording in Teams – how can you ensure you pick the right solution for your current and future needs?
Trends & Markets
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...
Customers are now more demanding – and want to be able to contact organisations across more and more channels. They expect to be able to swap between these channels as their needs change, meaning the contact centre has to become omnichannel.
In our latest guest blog, industry expert Sandra Thompson explains what Emotional Intelligence (EI) is, and how it can help your teams better deal with the Christmas rush.
With consumers using an increasing number of channels for customer service, ensuring your company has the right mix backed by the correct level of resources is becoming even harder.
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...
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.
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...
Customer satisfaction is a key metric for Housing Associations – and the focus on customer service is increasing post-pandemic. How can they deliver innovative service that efficiently meets the needs of their tenants?
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?