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.


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.


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.”


gamification

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. This new type of technology has completely revolutionised the way training and management is conducted throughout the professional careers of your agents.


contact centre

The Impact of the Wrong Software on Employee Experience

As the integration between human and technology becomes increasingly more unified and the bottom-line efficiency evolves by the day, it's essential to understand where and how this has happened.


WFM Solutions

8 Steps to Onboarding a Contact Centre Agent

Many contact centres underestimate the importance of onboarding agents well and the challenges they encounter. Contact centres must have a structured onboarding program to ensure staff absorb all critical information, including daily duties, customer service protocols, company policies and regulations.


workforce management

How to Select the Best Workforce Management Solution for your Contact Centre

The ability to evaluate the effectiveness of your workforce management solution can drastically improve the performance of your contact centre.


onshoring contact centres

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.


IVR

How IVR’s Have Changed the Contact Centre Industry – written by Brett Redman

IVR’s…love them or hate them, they are an almost ubiquitous part of the contact centre industry and have been around for a very long time. In fact, according to Wikipedia, the first commercial IVR system was built to perform order entry and inventory control back in 1973, although the technology was certainly in its infancy, and considered expensive and difficult to implement.