Developing soft skills in call centre agents
Dick Bourke shares how to identify important soft skills to develop in the contact centre and adapt training to advance them further....
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Jun 8, 2021
Majority want to split their time between the office and working remotely
Hybrid working models are in demand, with more than three quarters of UK-based live agents keen to be offered the option from employers....
Jun 1, 2021
Pegasystems reveal major CX frustration points
Businesses risk losing customers due to inconsistencies in the efficiency and quality of service across channels, according to new...
May 25, 2021
91% of contact centre staff to leave jobs in 2021
It’s been a challenging 12 months in the contact centre, and while more customer support than ever has now moved online, the personnel at...
May 18, 2021
Almost half feel customer service worse during pandemic
Customer experience software provider Awaken Intelligence has carried out a survey of 750 contact centre customers in the UK regarding...
May 11, 2021
COVID-19: Are Businesses Supporting Vulnerable Customers?
The way in which companies treat their customers during times of upheaval has never been more important, or relevant. Businesses that...
May 4, 2021
Your guide to a self-service customer helpdesk
Research has repeatedly indicated the pivotal role of self-service in CX, as it empowers the customer and dramatically shrinks time to...
Apr 27, 2021
6 Ways to Use Real-time and Predictive Analytics for CX
What if you could predict your customer’s needs before they ever asked you for something? How about being able to see the things that are...
Apr 22, 2021
New offices for XL Marketing
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...
Apr 20, 2021
Combating challenges in the contact centre during COVID-19
As lockdown eases, contact centres are starting to return staff from furlough or working from home it is worth remembering that COVID-19...
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...
Apr 7, 2021
Real-time analytics can curb customer unhappiness
Most business leaders are aware of the incredible power of contact centre analytics when it comes to strategic planning and resource...
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 24, 2021
How to Integrate Social Media into Your CX Strategy
As of 2020, Facebook had approximately 1.7 billion users, while Instagram boasted of 500+ million daily active users globally. In other...
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...
Mar 3, 2021
Motivating agents during lockdown
Great customer experiences depend on happy, motivated, and engaged employees. The happier and more committed your team members are, the...
Feb 24, 2021
End-to-End Contact Centre Management
The pandemic has fundamentally changed the way that we live, work, and consume products. It doesn’t matter where you are, there’s no...
Feb 16, 2021
Why Does Call Duration or Talk Time Matter in the CX World?
The ultimate purpose of any contact centre (particularly inbound) is to provide a stellar customer experience or CX that leads to repeat...
Feb 3, 2021
The value of AI in quality management
For decades now, contact centre quality assurance has been a crucial part of running a successful business and maintaining a good brand...
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