In the context of a professional environment, recognition refers to special notice or attention. The keyword there is special — when you recognize an employee for a job well done, they feel special. It’s a relatively simple equation: when your employees are doing their jobs well, you make sure they know you appreciate it. After all, your employees are the engine that runs your call centre in the right direction, and if they stall, you stall. If you’re wondering how to recogni

What Is Customer Segmentation? Customer segmentation is an exercise in which customers are divided into groups based on certain traits that they share. Most often, these segments are very basic. Dividing customers by value, recency and channel choice is particularly common and quite simple to do. However, models can become much more sophisticated, as customers can be grouped by personality type, interests and purchasing habits too. Whatever the case, companies use segmentatio

94% of contact centre agents say artificial intelligence will support them in their roles – Cirrus research reveals positive frontline attitudes to new technology in the contact centre The overwhelming majority (94%) of contact centre agents say artificial intelligence will support them in their role, despite the perceived threat to jobs. Citing the benefits, the majority (57%) believe AI will help solve customer queries faster, provide them with more information on the custo

A new study has revealed less than 30% of businesses are prioritising the customer journey from start to end. The same report, from customer experience platform Emplifi also found companies that fall under the figure are failing to cultivate and nurture customer relationships throughout the social purchase journey, and putting their long-term social commerce growth at risk. The Cashing In on Social Commerce Forrester Opportunity Snapshot study, commissioned by Emplifi, highli

The developing role of call centres One of the significant contributions to the economies of many nations is the lead-generating call centre industry and XL Marketing has become a market leader in this area. If call centres still conjure up images from the early 2000s, it's time to rethink that perception. Before the technological boom, call centre companies were really only used to make inbound and outgoing phone calls. As a result, you could only reach them by phone during