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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.

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.

Nov 20, 2023 | By Kate Nasser, The People Skills Coach™, Author, Leading Morale
Essential Leadership People Skills Steps for Excellent Agent Experience & Morale

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.

Nov 10, 2023 | By Simon Adnett
Cloud v on-premise: why it’s a matter of contact center choice

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

Oct 23, 2023 | By Helen Billingham
Building a CCaaS business case

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.

Sep 21, 2023 | By Pauline Ashenden
Understanding the keys to proactive customer service success

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.

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