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...

What does a lead generation company do? In the digital age we live in today we only have to enter a few keywords into a search engine to...

Five9 shared research that revealed that 30% of customers left brands they had previously been loyal to in the last year. The study also...

Customer satisfaction as a differentiator is nothing new, but the ways in which that satisfaction can be met has evolved dramatically in...

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

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...

Despite customers demanding higher service levels and a better service experience, quality assurance (QA) processes are not formalised in...

The pandemic has fundamentally changed the way that we live, work, and consume products. It doesn’t matter where you are, there’s no...

The ultimate purpose of any contact centre (particularly inbound) is to provide a stellar customer experience or CX that leads to repeat...

For decades now, contact centre quality assurance has been a crucial part of running a successful business and maintaining a good brand...

The impact of COVID-19 on the marketplace has been significant for everyone, from business leaders, to call centre operators. Companies...

For two in five UK consumers, the telephone has replaced face-to-face interactions during the pandemic 41% of UK consumers say phoning...

It’s no secret that call centre managers have an inherently tough job; between managing a team of agents and juggling a plethora of...

While delivering consistently good customer service requires work and alignment across your entire organization, a good place to start is...

A cornerstone of XL Marketing’s success has been the strong emphasis on training and agent engagement. We believe that call centre...

The Government has produced a Guidance document for UK contact centres to understand how to work safely during the COVID-19 pandemic,...