Charles Mitchell from Callcentre Helper investigates how call centre advisors can take control of customer contacts and provide...

The use of digital channels for customer service is becoming more widespread and offers many advantages: time saving, alignment with...

As companies become increasingly data-driven, business intelligence or BI will be a key component of your tech stack. This is due to two...

Influencer marketing software provider GRIN has revealed the results of a survey on the divergence of social media buying behaviour for...

What is customer experience and why it matters in your contact centre – A positive customer experience is vital to the success of your...

Dick Bourke shares how to identify important soft skills to develop in the contact centre and adapt training to advance them further....

Hybrid working models are in demand, with more than three quarters of UK-based live agents keen to be offered the option from employers....

Businesses risk losing customers due to inconsistencies in the efficiency and quality of service across channels, according to new...

It’s been a challenging 12 months in the contact centre, and while more customer support than ever has now moved online, the personnel at...

Customer experience software provider Awaken Intelligence has carried out a survey of 750 contact centre customers in the UK regarding...

The way in which companies treat their customers during times of upheaval has never been more important, or relevant. Businesses that...

Research has repeatedly indicated the pivotal role of self-service in CX, as it empowers the customer and dramatically shrinks time to...

What if you could predict your customer’s needs before they ever asked you for something? How about being able to see the things that are...

As we come out of the latest lockdown, XL Marketing are pleased to announce they have just moved to a new office location, around the...

As lockdown eases, contact centres are starting to return staff from furlough or working from home it is worth remembering that COVID-19...

The way customers interact with companies has evolved on a massive scale. Today’s businesses aren’t just taking calls from anxious...

Most business leaders are aware of the incredible power of contact centre analytics when it comes to strategic planning and resource...

It isn’t enough to just explain your channel presence and train agents in channel blending. Customers today expect a unified contact...

As of 2020, Facebook had approximately 1.7 billion users, while Instagram boasted of 500+ million daily active users globally. In other...

More than a third (37.2%) of Brits are dissatisfied with the customer service experience they receive, according to new research from...