Blog

Preparing for the hybrid contact centre

Published on: February 05, 2021
Author: Pauline Ashenden - Demand Generation Manager

The last year has transformed contact centres, with the majority forced to switch to remote working due to pandemic lockdowns. Looking forward, the world of work has changed forever, leading to a need for a hybrid working model within customer service...

How to pick the right contact centre technology for your business

Published on: January 29, 2021
Author: Pauline Ashenden - Demand Generation Manager

Successfully delivering high-quality customer service starts with having the right technology infrastructure in place. How can you ensure you pick the best solution for your needs?

4 areas to focus on for successful CX in 2021

Published on: January 22, 2021
Author: Pauline Ashenden - Demand Generation Manager

With customer experience now key to winning and retaining business for every organisation how can contact centres play their part?

5 ways to get your contact centre fit for 2021

Published on: January 15, 2021
Author: Pauline Ashenden - Demand Generation Manager

The ongoing pandemic makes it difficult to predict the near-future. However, one thing is clear – consumers will continue to demand the highest standards of customer service, whatever channel they use to make contact with you. How can you ensure your contact centre is ready for the challenge?

Practical ways to reduce hidden contact centre costs

Published on: January 08, 2021
Author: Pauline Ashenden - Demand Generation Manager

In current times businesses are looking at how they can optimise their operations and work as efficiently as possible, while still delivering the high levels of customer service that consumers expect. This post outlines 5 key areas to focus on if you want to reduce hidden costs in the contact centre...

Reviewing 2020 – our top blog posts from last year

Published on: January 05, 2021
Author: Pauline Ashenden - Demand Generation Manager

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...

Learning from Santa’s customer service success

Published on: December 16, 2020
Author: Pauline Ashenden - Demand Generation Manager

When it comes to customer service, Father Christmas has been delighting children for countless years. Our last blog of the year looks at the secrets of his success – and how contact centres can learn from him...

The benefits of bringing video into the contact centre

Published on: December 11, 2020
Author: Pauline Ashenden - Demand Generation Manager

Extending video into customer service delivers major benefits to both consumers and organisations – our new blog explains the advantages and how it can be incorporated into your contact centre.

Contact centre predictions to watch for in 2021

Published on: December 03, 2020
Author: Pauline Ashenden - Demand Generation Manager

As contact centres come to terms with the disruption caused by COVID-19, what are the trends to focus on in 2021? Based on our experience and talking to partners and customers, we’ve highlighted 5 key areas that will impact customer service in the coming year – starting with employee well-being...

How do you create super-agents in your organisation?

Published on: November 26, 2020
Author: Pauline Ashenden - Demand Generation Manager

The rise of self-service means that the interactions personally handled by contact centre agents have become more complex and involved. This dramatically changes the skills and support agents need to be effective and meet changing customer needs. How can organisations find and nurture the ‘super agents’ required to deliver this more involved, empathetic level of customer service?

Pages