Choosing the Right CCaaS Vendor in 2022
Following the pandemic, companies have discovered just how valuable the right cloud environment can be. Cloud solutions offer exceptional...
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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...
May 10, 2022
Ensuring isolation doesn’t lead to mental health issues in staff
Given that this week is Mental Health Week in the UK (9th - 15th May 2022) we thought it might be useful to include this article that...
May 3, 2022
Winning Customer Loyalty
Winning customer loyalty is essential for any business, and in a call center environment, it is no different. Call centers play a crucial...
Apr 26, 2022
How to set up a B2B contact center
For many people telemarketing is just intrusive calls, offering unnecessary purchases or sign-ups for a free event. However, a cold call...
Apr 19, 2022
How to Change Manage your Agent engagement strategy
Employee engagement is crucial for the success of any business, and an effective employee engagement strategy can lead to increased...
Apr 12, 2022
5 Trends in Digital Customer Engagement for 2022
Responses to the COVID-19 pandemic have sped up the adoption of digital technologies by several years, according to McKinsey & Company...
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 22, 2022
Fleetpoint Events
This year, Fleetpoint is taking an exciting step forward with the news and information service they provide. They are planning a series...
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...
Feb 22, 2022
Virtual agents can do much more
Virtual agents are intelligent bots that engage with customers, understand their queries, and respond to them. Harnessing conversational...
Feb 15, 2022
10 way to keep your agents engaged in the call centre
Call center agents are often required to handle multiple calls and tasks at once, which can be challenging and lead to distractions and...
Feb 8, 2022
The use of NLP to Improve agent performance
Call centers play a crucial role in many businesses, as they are often the first point of contact for customers. Ensuring that agents are...
Jan 25, 2022
Average Talk Time in Lead Generation
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...
Jan 18, 2022
Drive Employee Engagement
The Need for Employee Engagement Before getting to grips with the drivers of employee engagement, first, consider: why is there a need to...
Dec 14, 2021
Rising levels of call centre staff being abused and even stalked
With the approach of Christmas, the levels of staff abuse, including stalking, are rising says Chris Pitt of First Direct. Front-line...
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...
Dec 3, 2021
Christmas is almost upon us
This has been an exceptional year of growth for XL Marketing and our hard-working staff are getting into the seasonal spirit. A major...
Lead Generation, Telemarketing, Outsourcing Experts in North West of England
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