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
Building A Modern Engagement-Centric Workforce
The expectations of customer service experience have amplified making it important for managers to adopt new engagement techniques.
#1: Back-Office WFO Series: Three Tips to Designing a Forecast Task List
The number one failing when implementing WFM into the back office is workload forecasting.
5 Things To Consider When Designing Your Gamification
While a large proportion of recent studies have shown that gamification can improve KPIs in virtually every touchpoint of a contact centre.
Getting Data from your WFM System
WFM systems have been revamping to cater for shifting industry standards in how contact centres are servicing their agents and this overhaul has seen many backend changes happen over a short period of time.
Why Gamification Is Critical To Customer Service
As the increased demands for quality and quantity of customer service show no signs of slowing down.
How People Are Equally As Important As Systems
In a time when digital transformation is in full flight, it’s important to remember that people play an equally important role as the solutions you deploy.
How To Use Gamification To Improve CX In Your Contact Centre
High-quality professional customer support is crucial to building lasting customer relationships.
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.
How to Take Your WFM to the Next Level
If you’ve been in the contact centre space for more than a few hours, you’ve likely heard some version of the unofficial motto “Connecting the right interaction, to the right agent, at the right time.”
