A new survey shows that companies still aren’t answering their phones, messages aren’t being passed on, phone numbers aren’t being listed...

According to IDG research, 80% of data will be unstructured by 2025. These predictions open endless possibilities for leveraging...

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...

A well-optimized schedule can greatly improve the efficiency and effectiveness of a contact center. By carefully planning and managing...

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...

Creating a customer service survey is an effective way to gather feedback and improve the customer experience. Here are some tips for...

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...

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

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

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

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

More than a third (37.2%) of Brits are dissatisfied with the customer service experience they receive, according to new research from...

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