contact centre

Why Contact Centres Must Accelerate Their Digital Transformation Strategies

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. While older, legacy systems are common, many contact centres are adopting new digital strategies to elevate productivity…


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gamification

Building A Modern Engagement-Centric Workforce

The expectations of customer service experience have amplified making it important for managers to adopt new engagement techniques.


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back office

#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. All too often, forecasting lands in the ‘too hard basket’ and people end up making ‘off the cuff’ staffing decisions that impact the customer and the business. It takes…


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logj42

log4j2 Vulnerability

Call Design is aware of the recently identified log4j2 vulnerability and has reviewed our internal, our Hosted systems and customer solutions as well as the leading products that we support.


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contact centre gamification

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, there are still dozens of areas of consideration that need to be evaluated to provide an effective gamification system.


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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.


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gamification

Why Gamification Is Critical To Customer Service

As the increased demands for quality and quantity of customer service show no signs of slowing down, contact centre managers must build engagement designed to last and continue growing with the customer's demands.


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contact centre

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.


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gamification

How To Use Gamification To Improve CX In Your Contact Centre

High-quality professional customer support is crucial to building lasting customer relationships. Contact centres represent the voice of many organisations, existing as the first point of contact for customers engaging with your organisation.


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contact centre

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.


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blog

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.”


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