For many people telemarketing is just intrusive calls, offering unnecessary purchases or sign-ups for a free event. However, a cold call...

Employee engagement is crucial for the success of any business, and an effective employee engagement strategy can lead to increased...

Responses to the COVID-19 pandemic have sped up the adoption of digital technologies by several years, according to McKinsey & Company...

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....

Benchmarking quality calls in a contact center is an essential step in improving the customer experience and the overall performance of...

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...

Call centers play a crucial role in many businesses, as they are often the first point of contact for customers. Ensuring that agents are...

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...

The Need for Employee Engagement Before getting to grips with the drivers of employee engagement, first, consider: why is there a need to...

With the approach of Christmas, the levels of staff abuse, including stalking, are rising says Chris Pitt of First Direct. Front-line...

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...

This has been an exceptional year of growth for XL Marketing and our hard-working staff are getting into the seasonal spirit. A major...

Recognizing and rewarding employee performance is an essential aspect of keeping agents motivated and engaged in a call center. Here are...

A new study has revealed less than 30% of businesses are prioritising the customer journey from start to end. The same report, from...

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,...

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