Lead generation is the process of generating enquiries based on consumer interest for a product or service ultimately leading to sales....

Contact centre agents were among the unsung heroes of the COVID-19 pandemic, keeping the bridges between businesses and the public strong...

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

In a world of chatbots and email, you might think that shoppers today rarely call businesses. The opposite is true. According to The...

Want to retain your agents? What about attracting new ones for your open positions? While these might be rhetorical questions, our...

Customer support is vital across most businesses and sectors. And while it’s often a case of things running smoothly, there will be times...

Phone calls remain strongest Customer service tool in the contact centre research from Salesforce suggests People still prefer phone...

SVL Account Director Anne Holmes discusses the globalisation of the Contact Centre Industry and benefits of redistributing these calls to...

Twilio will lay off approximately 11 percent of its staff, CEO Jeff Lawson announced in a message to Twilio employees, joining the likes...

Automated customer communication is the future of customer service. There is no swerving it. Instead, many companies are hurtling towards...

“Be where your customers are” is perhaps the first rule of customer experience. And where are customers? On social media. Indeed, the...

Contact centres have witnessed an extraordinary period of transformation and innovation in the past six months. COVID-19 was the...

Purpose – Do you work because you value the impact that your work has? If the outcome of our work meets our personal values, we’ll be...

Design on the web is continuously evolving. From boxy, grey buttons to parallax scrolling, there are many various trends that have come...

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...

Have you ever wondered how many customers come back and use your services or buy your products? This metric is called customer retention...

Today marks the release of Zoom One, a new framework that aims to connect the enterprise with a central communication hub. The hub...

In a world of business engagements, the call centre is an integral part of every company. From handling client calls to promoting sales...

Customers are less happy to self-service complaints, refund queries, and routine servicing than in 2021 A new study commissioned by the...