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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...

UK Jul 1, 2021 | By Helen Billingham
The future of customer service for housing associations
UK Jun 25, 2021 | By Helen Billingham
8 ways technology can better support your agents
UK Jun 4, 2021 | By Helen Billingham
Building a contact centre culture for hybrid success

Hybrid working also offers efficiency and productivity gains. There’s clearly the chance to right-size office space but contact centres can now also be more flexible.

UK May 14, 2021 | By Helen Billingham
The path to AI-enabling your contact centre

The overall potential of AI within customer service has now been a hot topic for several years – but where does it deliver real benefits and what is the state of AI deployment?

UK Apr 30, 2021 | By Helen Billingham
The importance of emotional intelligence in the contact centre

As we move forward with new hybrid ways of working, agents, managers and businesses will face fresh challenges. How can they successfully navigate these changes and deliver service that delights customers, while retaining and nurturing staff?

UK Mar 12, 2021 | By Helen Billingham
Delivering the right service to today’s more demanding customers
UK Mar 5, 2021 | By Helen Billingham
How Microsoft Teams underpins hybrid working

The last year has seen unparalleled change in the contact centre, with the acceleration of remote working due to the pandemic and lockdowns. As the world continues to change and moves to more hybrid, collaborative ways of working, how can organisations ensure they are ready to better serve customers – and support their staff?

UK Dec 3, 2020 | By Helen Billingham
5 key contact centre for 2021
UK Nov 6, 2020 | By Helen Billingham
4 ways to improve customer service on Black Friday and beyond
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