Posts about Contact Centre (2)

It’s seriously tricky to help your contact centre agents perform at their best. There’s an ultra-fine line to getting it right – and if your focus isn’t on Agent Experience, then it’s even harder.

Whats Poppin? Change is an inevitability in life, and in Customer Experience that change has accelerated exponentially in the past two years. The pandemic has changed everything and for many Contact Centres, it has demonstrated the limitations of the traditional CPE based siloed Call Centre Solutions and has made people re-evaluate their wider approach to Customer Experience.

Welcome to our new series on Agent Experience – your key to happier customers, more empowered employees, and a more efficient contact centre. Read on to find out why.

What should we expect to see in the channel in 2022? Johnathan shares his predictions ahead of the coming year.

Are Unified Communications and Contact Centre Converging? It’s the kind of thing analysts and pundits love to talk about. However, I’m afraid not, it’s a myth, something that could have happened and didn’t.

Stop what you’re doing and grab someone in marketing! This month’s theme of predictive analytics is probably one of the most important topics for discussions around how customer experience increasingly fits into a wider picture of Sales and Marketing.

Ensuring that no matter what, customers are always provided with the best service possible is of paramount importance in the Call Centre industry.

The pandemic has changed our views and experiences of so much it’s almost difficult to remember what “normal” was. As the pandemic stretched from weeks into months and beyond, it’s pertinent to question what the future looks like – certainly for the contact centre arena anyway.

The pandemic has changed our views and experiences of so much it's almost difficult to remember what "normal" was. As the pandemic stretched from weeks into months and beyond, it's pertinent to question what the future looks like - certainly for the contact centre arena anyway.