The Three Keys to Engaging Employees
Purpose – Do you work because you value the impact that your work has? If the outcome of our work meets our personal values, we’ll be...
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- Jul 26
Web Development in the next Dimension at XL
Design on the web is continuously evolving. From boxy, grey buttons to parallax scrolling, there are many various trends that have come...
- Jul 26
5 ways to unlock unstructured conversation data
According to IDG research, 80% of data will be unstructured by 2025. These predictions open endless possibilities for leveraging...
- Jul 19
10 Proven Ways to Increase Customer Retention Rate
Last week we discussed how to calculate your Customer Retention Rate, this week we look at how that rate can be improved. 1. Improve the...
- Jul 12
How to Calculate Customer Retention Rate?
Have you ever wondered how many customers come back and use your services or buy your products? This metric is called customer retention...
- Jun 28
Zoom launches a new framework for hybrid working
Today marks the release of Zoom One, a new framework that aims to connect the enterprise with a central communication hub. The hub...
- Jun 7
In-House vs. Outsourced Call Centers
In a world of business engagements, the call centre is an integral part of every company. From handling client calls to promoting sales...
- May 31
CCMA research: self-service satisfaction is sinking
Customers are less happy to self-service complaints, refund queries, and routine servicing than in 2021 A new study commissioned by the...
- May 24
Choosing the Right CCaaS Vendor in 2022
Following the pandemic, companies have discovered just how valuable the right cloud environment can be. Cloud solutions offer exceptional...
- May 17
Tips for Optimizing Your Contact Centre Schedule
Rohit Rakkar at Playvox provides three tips for optimizing your contact centre schedule. There’s nothing more important than creating an...
- May 10
Ensuring isolation doesn’t lead to mental health issues in staff
Given that this week is Mental Health Week in the UK (9th - 15th May 2022) we thought it might be useful to include this article that...
- May 3
Winning Customer Loyalty
If you can earn a customer’s loyalty, they’re not only certain to return to you time and again – they’ll likely bring along their friends...
- Apr 26
How to set up a B2B contact center
For many people telemarketing is just intrusive calls, offering unnecessary purchases or sign-ups for a free event. However, a cold call...
- Apr 19
How to overhaul your employee engagement strategy
You aren’t alone if you’re struggling with employee engagement. In this article we explore how to drive employee engagement. In a recent...
- Apr 12
5 Trends in Digital Customer Engagement for 2022
Responses to the COVID-19 pandemic have sped up the adoption of digital technologies by several years, according to McKinsey & Company...
- Apr 5
Creative ways to recognize contact centre agents
There is no doubt that call centre agents have demanding jobs. From handling angry customers to answering many questions, to following...
- Mar 22
Fleetpoint Events
This year, Fleetpoint is taking an exciting step forward with the news and information service they provide. They are planning a series...
- Mar 15
Four tips to retain agents with workforce engagement
High agent turnover can hobble a contact centre. Having a revolving door of staff almost certainly degrades the customer experience. And...
- Mar 8
Contact centre benchmarking vs. balanced scorecard
Benchmarking and balanced scorecards are two wildly different initiatives. Both can work well in the contact centre. After offering a...
- Mar 1
Create the best customer service survey
In this article written by Charlie Mitchell, he investigates the keys to creating customer service surveys that deliver actionable...