How to set up a B2B contact center
For many people telemarketing is just intrusive calls, offering unnecessary purchases or sign-ups for a free event. However, a cold call...
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Apr 19, 2022
How to Change Manage your Agent engagement strategy
Employee engagement is crucial for the success of any business, and an effective employee engagement strategy can lead to increased...
Apr 12, 2022
5 Trends in Digital Customer Engagement for 2022
Responses to the COVID-19 pandemic have sped up the adoption of digital technologies by several years, according to McKinsey & Company...
Apr 5, 2022
How to Reward excellent work from Call Centre Agents
Rewarding excellent work from agents in contact centers is an effective way to motivate and retain top performers. Here are some ideas...
Mar 15, 2022
Call Centre Agent Retention Strategy
Employee retention is a critical issue for call centers, as high turnover rates can lead to decreased productivity and increased costs....
Mar 8, 2022
Benchmarking Contact Centre Quality
Benchmarking quality calls in a contact center is an essential step in improving the customer experience and the overall performance of...
Feb 22, 2022
Virtual agents can do much more
Virtual agents are intelligent bots that engage with customers, understand their queries, and respond to them. Harnessing conversational...
Feb 15, 2022
10 way to keep your agents engaged in the call centre
Call center agents are often required to handle multiple calls and tasks at once, which can be challenging and lead to distractions and...
Feb 8, 2022
The use of NLP to Improve agent performance
Call centers play a crucial role in many businesses, as they are often the first point of contact for customers. Ensuring that agents are...
Jan 25, 2022
Average Talk Time in Lead Generation
Call center average talk time, also known as average handle time (AHT), is a measure of how long agents spend on each call. This metric...
Jan 18, 2022
Drive Employee Engagement
The Need for Employee Engagement Before getting to grips with the drivers of employee engagement, first, consider: why is there a need to...
Dec 14, 2021
Rising levels of call centre staff being abused and even stalked
With the approach of Christmas, the levels of staff abuse, including stalking, are rising says Chris Pitt of First Direct. Front-line...
Dec 7, 2021
9 Important Team Leader KPIs
As team leaders work so closely with frontline agents, and often even pick up some calls themselves, it can be a bit of a challenge to...
Dec 3, 2021
Christmas is almost upon us
This has been an exceptional year of growth for XL Marketing and our hard-working staff are getting into the seasonal spirit. A major...
Nov 30, 2021
How to recognise employee performance in your call centre
Recognizing and rewarding employee performance is an essential aspect of keeping agents motivated and engaged in a call center. Here are...
Nov 9, 2021
Less than 30% of businesses prioritise full customer journey
A new study has revealed less than 30% of businesses are prioritising the customer journey from start to end. The same report, from...
Oct 19, 2021
Poor service impacts consumer brand loyalty
AI automated contact centre company Replicant has released the results of a new survey into customer service. Based on an online survey...
Oct 12, 2021
Talkdesk 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, 2021
Google unveils contact centre offering at Enterprise Connect
Google is rolling out Chrome Enterprise Recommended Contact Centre stacks, built in partnerships with 8×8, Cisco, Edify, Fiv9, Genesys,...
Sep 7, 2021
30% of customers ended long-term brand relationships
Five9 shared research that revealed that 30% of customers left brands they had previously been loyal to in the last year. The study also...
Lead Generation, Telemarketing, Outsourcing Experts in North West of England
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