Building the hybrid contact centre with Microsoft Teams
Published on: March 05, 2021
Moving forward the needs of customers – and customer service staff – are changing radically. How can contact centres transform successfully?
Contact Centre Agents
Why now is a great time to optimise your customer service - Part 2: Analyse your business
Published on: July 22, 2020
In this post we look at auditing your organisation and listening to your frontline staff who spend their days dealing first-hand with queries and issues from consumers. Consequently, they have an unrivalled amount of experience of where there might be gaps and how processes can be improved. Start by asking both agents and managers these nine key questions...