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

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

Toxic employees can have a detrimental effect on a workplace, creating a hostile environment that can lead to decreased productivity,...

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...

A new survey shows that companies still aren’t answering their phones, messages aren’t being passed on, phone numbers aren’t being listed...

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

Want to retain your agents? What about attracting new ones for your open positions? While these might be rhetorical questions, our...

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...

Purpose – Do you work because you value the impact that your work has? If the outcome of our work meets our personal values, we’ll be...

According to IDG research, 80% of data will be unstructured by 2025. These predictions open endless possibilities for leveraging...

Last week we discussed how to calculate your Customer Retention Rate, this week we look at how that rate can be improved. 1. Improve the...

Have you ever wondered how many customers come back and use your services or buy your products? This metric is called customer retention...

Today marks the release of Zoom One, a new framework that aims to connect the enterprise with a central communication hub. The hub...

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...

Winning customer loyalty is essential for any business, and in a call center environment, it is no different. Call centers play a crucial...