High-quality professional customer support is crucial to building lasting customer relationships.
How To Use Gamification To Improve CX In Your 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.
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.”
5 Reasons Why You Need Gamification in Your Contact Centre Training
If you’re a manager within a sizable workforce, you’ve likely heard of gamification.
The Needs to Know About Contact Centre Automation
The quality of service and efficiency of how a contact centre is run directly impacts its ability to be successful.
Why Contact Centres are looking at Onshoring Contact Centres again
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.
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.
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.
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.
