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How you treat the agents matters! Use the following six essential people skills steps to engage agents and make their daily work experience full of meaning and importance to the business.

Contact centre choices around technology need to reflect their specific needs. This is particularly true when it comes to the cloud.

There is a growing momentum in the adoption of cloud-based Contact Centre as a Service  (CCaaS) solutions. However, at the same time, economic conditions are increasing pressure on contact center budgets.

In a fast-moving world, companies need to embrace proactive customer service to effectively address consumer needs. They must value customer time, minimize effort and deliver service seamlessly.

Customers, more than ever, expect an omnichannel experience. They want the convenience of being able to move seamlessly between different digital and human channels.

Understanding their journeys and keeping up with those expectations across every stage of the relationship are both critical to ensuring that customers have a great experience.

Customer service success requires constant innovation and a commitment to continuous improvement. To deliver this you need to be able to deploy new technology quickly to meet the changing needs of customers, employees, and the business.

As consumer expectations rise, businesses are increasingly focusing on building empathy in customer service interactions. With agents handling more complex queries, building a rapport with customers is vital to reassure them, improve the experience, and better meet their needs.

Be creative! Choose on-hold music that will set the rhythm of your customers' experience! These examples are just ideas to inspire you...

Like all parts of the business, the contact center needs to play its part in meeting sustainability objectives. Here are 3 ways that technology can make greener, more sustainable contact centers.