A new wave of technology adoption is closing the gap in contact centre operations and shaping how agents perform on a day-to-day basis.
Why Contact Centres Must Accelerate Their Digital Transformation Strategies
The Best Way to Train and Guide Agents to Success
There is no better gauge as to the importance of customer experience when engaging with a brand’s contact centre than the millions of social media complaints that consumers have about their experience.
10 Key Metrics and KPI’s for Contact Centre Performance
Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency.
4 Ways to Help Your Team Resolve Customer Service Complaints Quickly
Today, the general public doesn’t wait for things to happen. When consumers are experiencing a problem, they expect a solution on the same day.
4 Reasons to Utilise an Omnichannel Customer Experience
With the digitalisation of the customer journey, businesses need to implement an entirely digital customer service experience.
Why analyse performance in the back office?
Performance analysis improves employee output and satisfaction, as well as customer experience. This applies to the back office just as much as the frontline.
What is the contingent workforce and how can you manage it?
As the gig economy grows, so does the need for managers to better understand ways to maximise the potential of contingent employees.
4 practical ways to improve customer experience
Customer experiences with your business have a tangible impact on your ability to make money. Here are a few practical tips to improving customer experience.
How executive input can drive workplace efficiency programs
Increasing your company’s digital IQ with modern WFO solutions could be the key to increasing efficiency, enabling growth and improving staff satisfaction.
5 ways to implement a performance management program
Are you looking to enhance workplace productivity? A performance management program and training course can help you achieve your corporate goals.
