An effective call recording or call monitoring system is essential for today’s contact centre. Not only does it help organisations meet regulatory compliance obligations, but it can also assist in dispute resolution and has an important role to play in improving call centre performance.

Apr 16, 2021 | By Helen Billingham

4 tips for successfully reducing high contact volumes and increasing customer satisfaction

Apr 9, 2021 | By Helen Billingham

How collaboration tools are delivering contact centre benefits

Apr 1, 2021 | By Helen Billingham

Supporting agent wellbeing in a hybrid working world

Mar 26, 2021 | By Helen Billingham

5 areas where Microsoft Teams delivers ROI in your contact centre

Mar 19, 2021 | By Helen Billingham

The times they are a changing: how customers and agents are responding to the pandemic one year on

Mar 12, 2021 | By Helen Billingham

Delivering the right service to today’s more demanding customers

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?

Feb 26, 2021 | By Helen Billingham

How AI-powered knowledge management drives customer service success

Feb 19, 2021 | By Helen Billingham

Keeping Your “Mental Muscles” In Shape For Customer Service