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...
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.
How can contact centres successfully deal with a rising volume of customer calls, delivering efficient, effective and fast service?
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...
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?
Businesses understand the benefits that Microsoft Teams can deliver – but need to quantify them properly to create an effective business case for implementing it within their contact centre.
In our latest guest blog post, BT’s Dr Nicola Millard explains what the findings of BT’s Autonomous Customer research mean for customer service in 2021 and beyond.
Today’s consumers are increasingly demanding when it comes to customer service, particularly around digital, omnichannel and mobile. How can organisations meet their needs in these three key areas?
Moving forward the needs of customers – and customer service staff – are changing radically. How can contact centres transform successfully?
Customer service authority Micah Solomon explains how you can successfully build mental muscle memory and ensure your agents automatically put the customer first in everything they do.