Following the pandemic, companies have discovered just how valuable the right cloud environment can be. Cloud solutions offer exceptional...

Rohit Rakkar at Playvox provides three tips for optimizing your contact centre schedule. There’s nothing more important than creating an...

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...

For many people telemarketing is just intrusive calls, offering unnecessary purchases or sign-ups for a free event. However, a cold call...

There is no doubt that call centre agents have demanding jobs. From handling angry customers to answering many questions, to following...

High agent turnover can hobble a contact centre. Having a revolving door of staff almost certainly degrades the customer experience. And...

Virtual agents are intelligent bots that engage with customers, understand their queries, and respond to them. Harnessing conversational...

Believe it or not, your agents may often come to meetings and training sessions with a fair amount of trepidation. Read on for twelve...

There are many ways to build a contact centre culture that improves agent performance, and here are some of the most valuable. Get the...

Definition: Average Talk Time (ATT) is, quite simply, the amount of time an agent spends talking to customers. This metric is sometimes...

With the approach of Christmas, the levels of staff abuse, including stalking, are rising says Chris Pitt of First Direct. Front-line...

This has been an exceptional year of growth for XL Marketing and our hard-working staff are getting into the seasonal spirit. A major...

What Is Customer Segmentation? Customer segmentation is an exercise in which customers are divided into groups based on certain traits...

94% of contact centre agents say artificial intelligence will support them in their roles – Cirrus research reveals positive frontline...

A new study has revealed less than 30% of businesses are prioritising the customer journey from start to end. The same report, from...

The developing role of call centres One of the significant contributions to the economies of many nations is the lead-generating call...

AI automated contact centre company Replicant has released the results of a new survey into customer service. Based on an online survey...

Talkdesk has released findings of a new report that has given a fascinating insight into contact centre metrics, with the average talk...

Google is rolling out Chrome Enterprise Recommended Contact Centre stacks, built in partnerships with 8×8, Cisco, Edify, Fiv9, Genesys,...

Genesys has released “Human Values: The operating system for a high-performing contact centre,” a study examining the values, desires and...