Posts about Contact Centre (2)

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…

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.