Select Category
All Posts
Displaying 20 of 154
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.

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.

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...

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.

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.

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.

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.

Hello world!
Skip to content