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...

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

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

Data is a crucial component of call centers, as it provides valuable insights into customer behavior, preferences, and needs. By...

94% of contact centre agents say artificial intelligence will support them in their roles – Cirrus research reveals positive frontline...

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

The developing role of call centres One of the significant contributions to the economies of many nations is the lead-generating call...

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,...

What does a lead generation company do? In the digital age we live in today we only have to enter a few keywords into a search engine to...

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

Customer satisfaction as a differentiator is nothing new, but the ways in which that satisfaction can be met has evolved dramatically in...

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

As we come out of the latest lockdown, XL Marketing are pleased to announce they have just moved to a new office location, around the...

Despite customers demanding higher service levels and a better service experience, quality assurance (QA) processes are not formalised in...

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

The ultimate purpose of any contact centre (particularly inbound) is to provide a stellar customer experience or CX that leads to repeat...

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