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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 [...]

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How to Enable A Mobile Contact Centre Workforce

Over the past few months, businesses have had to quickly pivot their practices to suit the unusual times we’re in. We saw a stark rise in remote work and even though workers are slowly starting [...]

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The Five Biggest Customer Experience Trends

Customer expectations have significantly evolved over the past two decades due to digital transformations and artificial intelligence (AI). Modern consumers have very little tolerance for poor [...]

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The Accelerated Rollout of Digital Shopping Tools

The coronavirus pandemic has changed the business landscape, and every sector of the economy has been impacted in one way or another. Prior to COVID-19 taking place, technological innovations [...]

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