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 Ways to Help Your Team Resolve Customer Service Complaints Quickly
The Benefits of Implementing a Flex Schedule
After the initial surge of COVID-19, contact centres everywhere had to scramble to keep momentum going.
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.
How Contact Centres Can Leverage Gamificaton
Contact centres are always looking for new ways to ensure employee engagement and productivity, especially now that many agents work, at least some of the time, from home.
4 Ways to Reduce Agent Turnover in Your Contact Centre
One of the most significant challenges that contact centres face is an incredibly high rate of agent turnover.
The Impact of Increased Handle Times
In our third instalment in the WFM and New Normal series, we talk about the impacts of increased handle times.
Effective Strategies for Managing a Contact Centre
Contact centres are the frontline of your customer service operation, which means that your contact centre must be operating at optimum capacity at all times.
Making Your Contact Centre Work Better
Contact centre changes are never an easy venture, but it’s crucial to embrace an opportunity for change.
3 Ways to Drive Agent Engagement in a Contact Centre
If you know anything about contact centres, then you know that it can be hit or miss when it comes to how interested (or engaged) an agent is with their caller.
Play Your Way to a Higher Performing Contact Centre
The biggest threat to the productivity of a contact centre is a disengaged employee. If your team is disengaged with their work, the performance of your contact centre will suffer dramatically.
