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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...

USA 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.

USA 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.

USA Nov 3, 2023 | By Helen Billingham
How to pick the right CCaaS vendor

In a fast-moving market, you don’t want to become locked into a CCaaS provider that falls short of your expectations. To reap the full benefits, you therefore need to choose the best CCaaS vendor to capitalize on the advantages offered.

USA Oct 27, 2023 | By Helen Billingham
Why cutting customer service budgets is a false economy

Customer service is often vulnerable when enterprises look for places to make cuts. This may be because it’s often wrongly viewed as a cost center rather than a source of competitive advantage and revenues.

USA 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.

USA Oct 13, 2023 | By Helen Billingham
How technology can improve the agent experience

Providing a high-quality agent experience benefits both contact center employees and the businesses they work for. Engaged agents provide better service to customers, are more productive and less likely to leave.

USA Oct 6, 2023 | By Mark Beeston
Transforming customer service through speech automation and CCaaS

Harnessing speech automation enables organizations to increase convenience for customers, improve service levels, and boost efficiency.

USA 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.

USA 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.

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