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How to Boost Agent Engagement in a Hybrid Contact Centre

Keeping employees motivated has always been a tough thing to do. Now that many companies have a large portion of their workforce working from home, it’s even tougher. As we begin to face a [...]

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How to Set Customer Expectations for Service Delivery

In our rapidly changing world where customers can leave online reviews or let all their followers know about their experience with your business in a matter of minutes, setting and managing [...]

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What Is Occupancy Rate & Why Does It Matter?

Occupancy rate is one of the most widely used metrics in contact centres – and for good reason. It gives you an idea of what your agents are doing on a day-to-day basis and how much time they [...]

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Everything You Need to Know About Average Speed of Answer (ASA)

Key Product Indicators (KPIs) are essential in any business. It can be tricky to apply metrics to customer satisfaction, however, Average Speed of Answer (ASA) is a great way to quantify how [...]

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What is Customer-Centricity? The Importance of a Customer-Oriented Business Approach

Customer-centricity is a term that’s thrown around a lot in the business world nowadays. If you ask any CEO whether their business is customer-centric, they will likely answer with a resounding [...]

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How to Improve Your Contact Centre in 2021

It’s a new year, so it’s a new opportunity to reflect on your contact centre and how effectively it’s operating. Last year brought a lot of unforeseen changes – in both our personal lives and in [...]

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Five New CX Trends for Contact Centers in 2021

Like many industries, contact centres underwent drastic transformations this year due to the coronavirus pandemic. Modern consumer behaviour and expectations became even more entrenched in [...]

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Three Ways Contact Centres Will Change in the Future

Contact centres are largely considered to be the most advanced slice of enterprise communications. They deploy sophisticated communication technologies and the latest AI to ensure their [...]

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Challenges WFH Contact Centre Agents Are Facing – And How to Overcome Them

2020 has been a year none of us could’ve predicted. The coronavirus pandemic has completely upended the way we live and work, and most companies were ill-prepared for the sudden transition to [...]

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How to Implement a Proactive Customer Engagement Strategy

Many companies, including contact centres, make the mistake of putting out fires as they happen rather than implementing preventative measures. Exhibit A – the COVID-19 pandemic. While this is a [...]