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Feb 23, 2024 | By Pauline Ashenden
Empowering the Connected Rep to drive customer service success

Changing customer service needs mean companies need to transform the role of the agent – and a technology strategy that Gartner calls the Connected Rep can help.

Feb 14, 2024 | By Pauline Ashenden
Effective Customer Service Knowledge Management

Learn how to harness and streamline knowledge for faster, more accurate service responses.

Feb 2, 2024 | By Shep Hyken,
Will AI Take Over The World? Will AI Take Over Customer Service?

Shep Hyken, customer service and CX expert, debunks five of the most common myths and fears associated with AI and ChatGPT-type technologies related to customer service and experience.

Jan 26, 2024 | By Steve Nattress
3 key contact center AI predictions for 2024

As we move into 2024, momentum around deploying contact center AI is accelerating. Gartner predicts that by 2025, 80% of customer service and support organizations will be applying generative AI. Moving beyond the hype, companies are now looking at exactly how they implement AI in the contact center.

Jan 19, 2024 | By Hellen Billingham
Why agent empowerment is key to achieving customer service excellence

Agent empowerment is vital to contact center success. Empowered agents deliver better service, stay longer, and improve the customer experience.

Jan 5, 2024 | By Helen Billingham
Rewind: Our Top 7 Blogs of 2023

2023 was a year of change for contact centers! We’ve collected our top blogs from 2023, highlighting key trends that will drive needs in 2024.

Dec 14, 2023 | By Helen Billingham
Looking inside Santa Claus’ contact center

We sneaked a behind the scenes look at the man in red’s contact center. How does it cope with millions of interactions, without disappointing any (nice) children?

Dec 11, 2023 | By Helen Billingham
Why contact center agents shouldn’t have a fear of AI

Given how fast the technology is developing, there is a growing fear of AI among contact center agents. However, while AI will impact their roles, it is more likely to augment, rather than replace them.

Dec 6, 2023 | By Hellen Billingham
The importance of customer control in increasing satisfaction

A lack of customer control is one of the biggest gripes people have when interacting with companies. Endless call queues, long wait times for answers and confusing online information all impact their experience.

Nov 27, 2023 | By Carl Townley-Taylor
Unlocking the real power of contact center analytics

Effective contact center analytics are vital to delivering efficient, high-quality customer service. However, customer service operations produce vast amounts of data. This covers everything from metrics on call length to more in-depth quality assessments of individual interactions...

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