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...
Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight. But as businesses look forward the solutions they quickly put in place to enable remote working may no longer meet their ongoing needs. How can they plan for remote working 2.0?
2020 has been a turbulent year for everyone – but what has been the impact on customer experience in general, and contact centres in particular? Based on primary research, Contact Babel’s 2020-21 Customer Experience Decision-Makers’ Guide delivers deep insight into the current state of the industry...
It’s essential that businesses are ready for changing customer needs, especially as we move closer to Peak. In the final part of this three-part series to help companies optimise their customer service operations, Anne-Merete Jensen explains 5 areas to focus on to ensure you have the right resources in place...
Being able to deliver fast, accurate and consistent information to consumers and their queries has always been a central part of successful customer service. In the current crisis its importance has deepened even more – we asked consumers about their experience of knowledge in the COVID-19 era and the lessons for businesses…