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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.

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.

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.

Sep 15, 2023 | By Helen Billingham
The Rise of Omnichannel CCaaS: Delivering a Seamless Customer Experience

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

Sep 7, 2023 | By Annette Franz
On the Path to Customer Journey Management

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.

Aug 17, 2023 | By Helen Billingham
Why empathy in customer service is not enough

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.

Aug 4, 2023 | By Helen Billingham
How real-time chat translation delivers better multilanguage customer service

Providing service in a customer’s preferred language is key to a great experience, that’s why embracing real-time chat translation makes this easier to achieve.

Jun 20, 2023 | By Katherine Dominguez
The art of choosing the on-hold music in your Contact Center: which one and when

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

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