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.
How are customer needs changing and how satisfied are consumers with the service they are receiving? The latest Institute of Customer Service UK Customer Satisfaction Index provides key insights for everyone in the industry...
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...
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?