Posts about Contact Centre

In contact centres, managers say they can quite often struggle with staff shortages, making it difficult to maintain service levels.

In contact centres, managers say they can quite often struggle with staff shortages, making it difficult to maintain service levels.

Many of you have started on a company’s website and when in need of support been forced to call their Customer Support.

A price rise is coming! The cost of everything including commodities, energy, food, and the services we pay for are rising. This inflationary pressure isn’t just confined to the consumer it also affects services; system integrators and resellers must start setting customer expectations.

How can we keep our businesses going when countries are “locked down” and travel restrictions are stopping people from travelling?

Many of you have started on a company’s website and when in need of support been forced to call their Customer Support.

One reason is because most companies ignore customers who try to convert online when they bump into troubles… our contact centre vendor, Puzzel, tested 12 large brands and the result was staggering.

Welcome to the final blog in our series on Agent Experience (AX). By now you should have a good understanding of what AX is, why it’s a serious challenge, and how to improve yours. Now it’s time to talk about the pay-off – and potential – of that improvement.

So far we’ve looked at why Agent Experience (AX) is key to delivering impressive, connected customer experiences. And we’ve explored the challenges that create poor AX. But how do you actually go about enhancing Agent Experience in your own contact centre? Read on to find out…