As many countries around the world have been in lockdown, businesses that were offshoring contact centres have had to adapt quickly and find other ways to manage customer enquiries.
Why Contact Centres are looking at Onshoring Contact Centres again
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.
The Best Methods To Keep Contact Centre Agents Super Motivated
Turnover is a major concern in many contact centres. Between the monotonous daily routine and the work environment, many agents experience exhaustion and may choose to look elsewhere for work.
Supporting and Engaging Remote Agents
In the past year, businesses across the world have seen significant disruptions to their daily operations. For many industries, this has meant, changing the way they operate, enabling staff to
Engage Your Workforce and Improve the Bottom Line
Managing a business in the current times, with online sales booming and working from home a reality, has never been more challenging.
What Agent Satisfaction Says About Customer Satisfaction
Contact centre agents are on the front line of your customer service efforts, fielding customer questions, and requests while upholding your organisation’s values and standards.
How to Coach Your Contact Centre Agents
If you want to facilitate an environment for your contact centre agents to succeed, you need to start coaching.
Optimising a Remote Workforce
Many employees in multiple industries are equipped with the right tools to work from home without hesitation. While it’s an easy shift for those companies, not everyone has the same luxury.
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.
The Benefits of Implementing a Flex Schedule
After the initial surge of COVID-19, contact centres everywhere had to scramble to keep momentum going.
