Calls not answered and annoying ‘on hold’ music are top customer phone gripes
A new survey shows that companies still aren’t answering their phones, messages aren’t being passed on, phone numbers aren’t being listed...
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Jul 26, 2022
5 ways to unlock unstructured conversation data
According to IDG research, 80% of data will be unstructured by 2025. These predictions open endless possibilities for leveraging...
Jul 19, 2022
10 Proven Ways to Increase Customer Retention Rate
Last week we discussed how to calculate your Customer Retention Rate, this week we look at how that rate can be improved. 1. Improve the...
May 17, 2022
Recommendations for Optimising Your Contact Centre Schedule
A well-optimized schedule can greatly improve the efficiency and effectiveness of a contact center. By carefully planning and managing...
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...
Mar 1, 2022
The all Important Customer service survey - Your Guide
Creating a customer service survey is an effective way to gather feedback and improve the customer experience. Here are some tips for...
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...
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...
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...
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...
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 17, 2021
Two-thirds of Brits frustrated at long customer service waiting times
More than a third (37.2%) of Brits are dissatisfied with the customer service experience they receive, according to new research from...
Mar 10, 2021
Managing Quality Assurance in the contact centre
Despite customers demanding higher service levels and a better service experience, quality assurance (QA) processes are not formalised in...
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