Beyond Metrics: The Art of Measuring Agent Experience in Contact Centres Blog

13 November 2023

Beyond Metrics: The Art of Measuring Agent Experience in Contact Centres

It's easy to get caught up in the numbers game in contact centres. When it…

Sandra Haworth

Mastering the Art of Leading a World-Class UK Contact Centre Team Blog

9 November 2023

Mastering the Art of Leading a World-Class UK Contact Centre Team

Managing a successful contact centre requires mastering many complex responsibilities. From strategic planning to day-to-day…

Sandra Haworth

Connecting Contact Centre Dots with a Data-Driven Approach Blog

8 November 2023

Connecting Contact Centre Dots with a Data-Driven Approach

The contact centre, your gateway to customer interactions, holds the power to transform service inquiries…

Sandra Haworth

Crafting Seamless Omni-Channel Customer Journeys for the Modern Consumer Blog

8 November 2023

Crafting Seamless Omni-Channel Customer Journeys for the Modern Consumer

Creating seamless customer journeys across channels is no longer just an aspiration – it's a…

Sandra Haworth

A Guide to Intelligent Authentication in Contact Centres Blog

7 November 2023

A Guide to Intelligent Authentication in Contact Centres

Safeguarding customer data while providing seamless customer experience and service has become a balancing act…

Sandra Haworth

The Power of Omni-Channel Analytics: Transforming Your Customer Experience Blog

2 November 2023

The Power of Omni-Channel Analytics: Transforming Your Customer Experience

Do you remember the last time you tried to resolve an issue with a business…

Sandra Haworth

Best Practice Tips to Improve First Call Resolution (FCR) Blog

30 October 2023

Best Practice Tips to Improve First Call Resolution (FCR)

When you call a customer service line with a pressing issue, you seek swift assistance,…

Sandra Haworth

Secure Digital Payments: A Look into the Future Blog

25 October 2023

Secure Digital Payments: A Look into the Future

Imagine a world where physical money is a thing of the past, and making payments…

Sandra Haworth

4 Simple Steps to Merge AI and Agent Engagement to Boost Agent Satisfaction Blog

24 October 2023

4 Simple Steps to Merge AI and Agent Engagement to Boost Agent Satisfaction

Agent attrition is a massive pain point for contact centres, with annual turnover exceeding 30%…

Sandra Haworth

C-Suite Perspectives on AI in Customer Service: New Industry Report Unveils Trends Blog

23 October 2023

C-Suite Perspectives on AI in Customer Service: New Industry Report Unveils Trends

Artificial intelligence (AI) is transforming customer service, but how confident are top executives in its…

Sandra Haworth

Mastering Quality Management in Contact Centres Blog

18 October 2023

Mastering Quality Management in Contact Centres

Quality management is a critical aspect of any contact centre's success. Whether it's providing exceptional…

Sandra Haworth

Crafting the Perfect Customer Service Sandwich: Inbound Contact Centre Best Practices Blog

16 October 2023

Crafting the Perfect Customer Service Sandwich: Inbound Contact Centre Best Practices

Making a great sandwich takes skill and the right ingredients. From perfectly ripe tomatoes to…

Sandra Haworth

Screen Pops: The Underrated Tool Your Agents Need Now Blog

11 October 2023

Screen Pops: The Underrated Tool Your Agents Need Now

The phone rings. An agent scrambles to answer. "Hello, how can I help you today?"…

Sandra Haworth

4 Tips to stay ahead in customer engagement with SMS Blog

4 October 2023

4 Tips to stay ahead in customer engagement with SMS

One of the most effective methods to engage your customers and boost customer engagement is…

Sandra Haworth

AI is turning BPO’s into efficiency powerhouses Blog

4 October 2023

AI is turning BPO’s into efficiency powerhouses

Embracing digital transformation is no longer an option but a necessity for most businesses. One…

Sandra Haworth