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Contact centers have always measured key customer service metrics. However, given the rising importance of customer experience, the metrics used must evolve and change.

Good customer service is vital for business success. This is especially important in the post-purchase stage of the customer journey. But it’s even more important with online retailing, where the customer is more unforgiving.

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

If you face any of these six pain-points in your contact centre, CCaaS could well be the answer to your problems.

Like all parts of the business, the contact centre needs to play its part in meeting sustainability objectives. Here are 3 ways that technology can make greener, more sustainable contact centers.

Every organisation should understand the benefits of IoT in customer service, from improving CX and increasing efficiency.

In essence a CCaaS solution enables organisations to handle all customer interactions through a single, cloud-based platform. Typically, it supports communication through a range of channels such as voice, chat, SMS, email, social media, and other media, such as video.

Mother's Day has the potential to either make or break your reputation with individual customers. If you get customer service right, you will earn people's trust for the long term. However, Mother's Day isn't simple for retailers to get right.

A good web UI will be tailored to the needs of the contact centre user whether it’s an agent, a supervisor or senior manager.

As with any economic downturn, the current situation will have positive and negative impacts on how organisations manage and deliver customer service. Taking a step back and looking at overall operations – and how technology supports them – is vital for making the right decisions moving forward.