In today's intensely competitive business environment, generating high-quality leads is pivotal to any successful marketing strategy. XL...

The Covid pandemic gave an exponential boost to online customer service and indications are that the trend for online and telephone...

Running an efficient call centre requires a combination of management, technology, and processes. Some key steps to take include: Hire...

Contact centre agents were among the unsung heroes of the COVID-19 pandemic, keeping the bridges between businesses and the public strong...

“Of human virtues, patience is most great.” That statement has been attributed to Cato the Elder, the first-century B.C. Roman historian....

Frontline call center agents play a crucial role in any customer service operation. Their interactions with customers can greatly impact...

Contact centre agents were among the unsung heroes of the COVID-19 pandemic, keeping the bridges between businesses and the public strong...

In a world of chatbots and email, you might think that shoppers today rarely call businesses. The opposite is true. According to The...

Phone calls remain strongest Customer service tool in the contact centre research from Salesforce suggests People still prefer phone...

SVL Account Director Anne Holmes discusses the globalisation of the Contact Centre Industry and benefits of redistributing these calls to...

Twilio will lay off approximately 11 percent of its staff, CEO Jeff Lawson announced in a message to Twilio employees, joining the likes...

Customers are less happy to self-service complaints, refund queries, and routine servicing than in 2021 A new study commissioned by the...

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

A well-optimized schedule can greatly improve the efficiency and effectiveness of a contact center. By carefully planning and managing...

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...

Rewarding excellent work from agents in contact centers is an effective way to motivate and retain top performers. Here are some ideas...

Employee retention is a critical issue for call centers, as high turnover rates can lead to decreased productivity and increased costs....

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

Call center agents are often required to handle multiple calls and tasks at once, which can be challenging and lead to distractions and...