32% of Consumers Cut Ties With Brands After One Bad CX
Akixi has published a whitepaper on the importance of the customer journey, after a staggering 32% of consumers said they would stop...
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Jul 13, 2021
How to launch a call deflection strategy
The use of digital channels for customer service is becoming more widespread and offers many advantages: time saving, alignment with...
Jul 6, 2021
What is Business Intelligence?
As companies become increasingly data-driven, business intelligence or BI will be a key component of your tech stack. This is due to two...
Jun 29, 2021
Study reveals gender split in social media buying habits
Influencer marketing software provider GRIN has revealed the results of a survey on the divergence of social media buying behaviour for...
Jun 15, 2021
Developing soft skills in call centre agents
Dick Bourke shares how to identify important soft skills to develop in the contact centre and adapt training to advance them further....
Jun 8, 2021
Majority want to split their time between the office and working remotely
Hybrid working models are in demand, with more than three quarters of UK-based live agents keen to be offered the option from employers....
Jun 1, 2021
Pegasystems reveal major CX frustration points
Businesses risk losing customers due to inconsistencies in the efficiency and quality of service across channels, according to new...
May 25, 2021
91% of contact centre staff to leave jobs in 2021
It’s been a challenging 12 months in the contact centre, and while more customer support than ever has now moved online, the personnel at...
May 18, 2021
Almost half feel customer service worse during pandemic
Customer experience software provider Awaken Intelligence has carried out a survey of 750 contact centre customers in the UK regarding...
Apr 27, 2021
6 Ways to Use Real-time and Predictive Analytics for CX
What if you could predict your customer’s needs before they ever asked you for something? How about being able to see the things that are...
Apr 13, 2021
Handling cross channel escalations in your contact centre
The way customers interact with companies has evolved on a massive scale. Today’s businesses aren’t just taking calls from anxious...
Apr 7, 2021
Real-time analytics can curb customer unhappiness
Most business leaders are aware of the incredible power of contact centre analytics when it comes to strategic planning and resource...
Mar 31, 2021
Best practices guide to multi-channel contact centre analytics
It isn’t enough to just explain your channel presence and train agents in channel blending. Customers today expect a unified contact...
Mar 24, 2021
How to Integrate Social Media into Your CX Strategy
As of 2020, Facebook had approximately 1.7 billion users, while Instagram boasted of 500+ million daily active users globally. In other...
Mar 3, 2021
Motivating agents during lockdown
Great customer experiences depend on happy, motivated, and engaged employees. The happier and more committed your team members are, the...
Feb 24, 2021
End-to-End Contact Centre Management
The pandemic has fundamentally changed the way that we live, work, and consume products. It doesn’t matter where you are, there’s no...
Feb 3, 2021
The value of AI in quality management
For decades now, contact centre quality assurance has been a crucial part of running a successful business and maintaining a good brand...
Dec 16, 2020
What are the hallmarks of a successful call centre manager?
It’s no secret that call centre managers have an inherently tough job; between managing a team of agents and juggling a plethora of...
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