As contact centres evolve, agents are increasingly required to log into multiple technology systems while interacting with customers. Adopting a unified agent desktop solves these issues...
The pandemic has fast-tracked digital into every aspect of our lives, meaning companies that aren’t reshaping their CX approach are going to get left behind.
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.
Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience.
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.
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.
As we enter the New Year, now’s the time to take stock of opportunities, challenges, and developments for the future.
Given the growth of the outsourced customer service market, and its competitiveness, outsourcers have to focus on these 6 key areas to drive success...
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.
In our latest guest post, Jo Causon, CEO of The Institute of Customer Service, explains how customer service teams have gone above and beyond to deliver an excellent experience, and why now is the time to reset, ready to prepare for an equally unpredictable future