Blog

Overcoming the challenges to customer service quality

Published on: March 11, 2022
Author: Pauline Ashenden - Demand Generation Manager

With interaction volumes rising, delivering a consistently high-quality response to every customer is an increasing challenge for contact centre teams. What is preventing success?

Why so many contact centres are turning to Microsoft Teams (Video)

Published on: February 07, 2022
Author: Pauline Ashenden - Demand Generation Manager

With its combination of superior collaboration tools, workplace chat, video meetings, shared file storage, and application integration designed to deliver a powerful collaboration environment, a growing number of contact centres are implementing Microsoft Teams.

The three areas to focus on to empower your agents

Published on: January 31, 2022
Author: Pauline Ashenden - Demand Generation Manager

Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience.

Four key considerations for customer self-service success

Published on: January 24, 2022
Author: Pauline Ashenden - Demand Generation Manager

The average customer today is more digital-savvy than ever and is happy to find answers to routine customer service questions themselves. But for self-service to deliver real ROI you need to overcome four major challenges.

How data analytics can enhance customer service

Published on: January 17, 2022
Author: Pauline Ashenden - Demand Generation Manager

With so much data being generated by around customer service and the customer experience, there’s an increasing role for data analytics to extract learnings and actionable insights.

Highlights from our customer service blog in 2021

Published on: January 10, 2022
Author: Pauline Ashenden - Demand Generation Manager

As we enter the New Year, now’s the time to take stock of opportunities, challenges, and developments for the future.

6 keys to success for outsourced customer service providers

Published on: November 26, 2021
Author: Pauline Ashenden - Demand Generation Manager

Given the growth of the outsourced customer service market, and its competitiveness, outsourcers have to focus on these 6 key areas to drive success...

The secrets to driving up First Contact Resolution rates

Published on: November 19, 2021
Author: Pauline Ashenden - Demand Generation Manager

Being able to resolve customer queries on the first call is one of the hallmarks of good customer service. Our latest blog explores why FCR is such an important metric, why it is particularly relevant today, and how organisations can improve their own FCR rates.

Pages