Blog

Successfully managing the shift to hybrid working

Published on: June 04, 2021
Author: Pauline Ashenden - Demand Generation Manager

The switch to hybrid/blended working provides contact centres with opportunities to become more flexible and efficient while accessing a greater pool of talent. But competition to retain agents is likely to be fierce...

How Housing Associations can transform customer service in 2021

Published on: May 28, 2021
Author: Pauline Ashenden - Demand Generation Manager

Customer satisfaction is a key metric for Housing Associations – and the focus on customer service is increasing post-pandemic. How can they deliver innovative service that efficiently meets the needs of their tenants?

Increasing agent retention in the hybrid workplace

Published on: May 21, 2021
Author: Pauline Ashenden - Demand Generation Manager

Research has found that over 90% of contact centre agents will change jobs in 2021. Stress and burnout are amongst the key reasons for this churn. How can contact centres ensure they are retaining their best people?

Successfully embracing AI for customer service

Published on: May 14, 2021
Author: Pauline Ashenden - Demand Generation Manager

How can artificial intelligence help deliver a better customer experience and how far down the path to AI has the industry travelled? What will be the impact on agents and customers?

How to migrate your contact centre to Microsoft Teams successfully

Published on: May 07, 2021
Author: Pauline Ashenden - Demand Generation Manager

Microsoft Teams unlocks enormous benefits for your contact centre - from improved collaboration and greater efficiency to seamless remote and hybrid working. However, successfully embracing Teams requires a carefully planned migration...

The benefits of building emotional intelligence in your team

Published on: April 30, 2021
Author: Pauline Ashenden - Demand Generation Manager

The pandemic and lockdowns have increased the focus on the human side of customer service, and particularly, the need for agents and organisations to develop emotional intelligence skills to meet their own and customers’ changing needs...

The changing place of call recording in the contact centre

Published on: April 23, 2021
Author: Pauline Ashenden - Demand Generation Manager

While 93% of contact centres are already using call recording solutions, new innovations such as AI mean that its benefits and applications are deepening, particularly in a hybrid working world.

5 ways collaboration tools benefit customer service

Published on: April 09, 2021
Author: Pauline Ashenden - Demand Generation Manager

How are collaboration and communication tools benefiting the contact centre? New research from ContactBabel highlights 5 areas where adopting these solutions is helping improve CX...

5 areas to focus on for agent wellbeing

Published on: April 01, 2021
Author: Pauline Ashenden - Demand Generation Manager

The pandemic and remote working has increased the importance of understanding and supporting the mental and physical wellbeing of contact centre agents. But how can you best meet the challenge?

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