Akixi has published a whitepaper on the importance of the customer journey, after a staggering 32% of consumers said they would stop...

The use of digital channels for customer service is becoming more widespread and offers many advantages: time saving, alignment with...

As companies become increasingly data-driven, business intelligence or BI will be a key component of your tech stack. This is due to two...

Influencer marketing software provider GRIN has revealed the results of a survey on the divergence of social media buying behaviour for...

Dick Bourke shares how to identify important soft skills to develop in the contact centre and adapt training to advance them further....

Hybrid working models are in demand, with more than three quarters of UK-based live agents keen to be offered the option from employers....

Businesses risk losing customers due to inconsistencies in the efficiency and quality of service across channels, according to new...

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...

Customer experience software provider Awaken Intelligence has carried out a survey of 750 contact centre customers in the UK regarding...

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...

The way customers interact with companies has evolved on a massive scale. Today’s businesses aren’t just taking calls from anxious...

Most business leaders are aware of the incredible power of contact centre analytics when it comes to strategic planning and resource...

It isn’t enough to just explain your channel presence and train agents in channel blending. Customers today expect a unified contact...

As of 2020, Facebook had approximately 1.7 billion users, while Instagram boasted of 500+ million daily active users globally. In other...

Great customer experiences depend on happy, motivated, and engaged employees. The happier and more committed your team members are, the...

The pandemic has fundamentally changed the way that we live, work, and consume products. It doesn’t matter where you are, there’s no...

For decades now, contact centre quality assurance has been a crucial part of running a successful business and maintaining a good brand...

It’s no secret that call centre managers have an inherently tough job; between managing a team of agents and juggling a plethora of...