4 days agoChoosing the Right CCaaS Vendor in 2022Following the pandemic, companies have discovered just how valuable the right cloud environment can be. Cloud solutions offer exceptional...
May 17Tips for Optimizing Your Contact Centre ScheduleRohit Rakkar at Playvox provides three tips for optimizing your contact centre schedule. There’s nothing more important than creating an...
May 10Ensuring isolation doesn’t lead to mental health issues in staffGiven 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...
Apr 26How to set up a B2B contact centerFor many people telemarketing is just intrusive calls, offering unnecessary purchases or sign-ups for a free event. However, a cold call...
Apr 5Creative ways to recognize contact centre agentsThere is no doubt that call centre agents have demanding jobs. From handling angry customers to answering many questions, to following...
Mar 15Four tips to retain agents with workforce engagementHigh agent turnover can hobble a contact centre. Having a revolving door of staff almost certainly degrades the customer experience. And...
Feb 22Virtual agents can do much moreVirtual agents are intelligent bots that engage with customers, understand their queries, and respond to them. Harnessing conversational...
Feb 1512 ideas to keep agents’ attention during team meetingsBelieve it or not, your agents may often come to meetings and training sessions with a fair amount of trepidation. Read on for twelve...
Feb 8Improve agent performance in the call centreThere are many ways to build a contact centre culture that improves agent performance, and here are some of the most valuable. Get the...
Jan 25Average Talk TimeDefinition: Average Talk Time (ATT) is, quite simply, the amount of time an agent spends talking to customers. This metric is sometimes...
Dec 14, 2021Rising levels of call centre staff being abused and even stalkedWith the approach of Christmas, the levels of staff abuse, including stalking, are rising says Chris Pitt of First Direct. Front-line...
Dec 3, 2021Christmas is almost upon usThis has been an exceptional year of growth for XL Marketing and our hard-working staff are getting into the seasonal spirit. A major...
Nov 23, 2021How to segment your customer baseWhat Is Customer Segmentation? Customer segmentation is an exercise in which customers are divided into groups based on certain traits...
Nov 16, 2021Most agents believe AI will support their roles.94% of contact centre agents say artificial intelligence will support them in their roles – Cirrus research reveals positive frontline...
Nov 9, 2021Less than 30% of businesses prioritise full customer journeyA new study has revealed less than 30% of businesses are prioritising the customer journey from start to end. The same report, from...
Nov 2, 2021Outsourcing your lead generationThe developing role of call centres One of the significant contributions to the economies of many nations is the lead-generating call...
Oct 19, 2021Poor service impacts consumer brand loyaltyAI automated contact centre company Replicant has released the results of a new survey into customer service. Based on an online survey...
Oct 12, 2021Talkdesk finds hold time soared to 71% Post-COVID Talkdesk has released findings of a new report that has given a fascinating insight into contact centre metrics, with the average talk...
Oct 5, 2021Google unveils contact centre offering at Enterprise ConnectGoogle is rolling out Chrome Enterprise Recommended Contact Centre stacks, built in partnerships with 8×8, Cisco, Edify, Fiv9, Genesys,...
Sep 21, 2021Study reveals path to improving recruitment and retentionGenesys has released “Human Values: The operating system for a high-performing contact centre,” a study examining the values, desires and...