According to Colin Hay at Puzzel, employee engagement matters just as much as customer experience and…
Tag: Contact Centre Tips
5 Problems Contact Centres Face During Christmas Period
We’re heading into the Christmas Period! For the lucky people not managing contact centres, that’s a…
Common Mistakes in Forecasting in the Contact Centre
How to avoid the 5 most common mistakes in forecasting in the contact centre – According…
Increase Meaningful Interactions with your Customers
Investing in overall brand experience for customers is one of the most important aspects of any…
Creating a User-Friendly IVR System in Your Contact Centre
IVR systems can be a blessing or a curse for customers in a hurry. A great…
Contact Centres Should Stop Targeting Agents on NPS
The common challenge we see within the contact centre is that agents are being targeted directly…
Is It Time That Your Contact Centre IVR Grew Up?
Is it time your Contact Centre IVR grew up? Is your contact centre’s IVR still in…
Make Homer Simpson your friend in the Cloud Contact Centre
Make Homer Simpson your friend in the cloud – Understanding how people make decisions is a…
The Importance of Morale in the Contact Centre
The Role of Morale in the Contact Centre – Suzette Bouzane Meadows, Director of Contact at…
7 Steps to Smarter Scheduling in Contact Centres
Smarter Scheduling in Contact Centres – From virtual teams to car pooling, running a contact centre…
6 Best Uses for Chatbots in a Contact Centre
The idea of using customer-facing chatbots can be intimidating. If you believe the negative press they…
Is it Really a ‘Tug of War’ in Contact Centres?
When operations wants one thing and agents want another the atmosphere can become tense. Karim Chabane…
Alternatives to ‘Your Call Is Important To Us’ in the contact centre
Does anyone really believe queue messages which repeat ‘your call is important to us…’? We have…
8 Qualities Your Contact Centre Agents Should Have
Excellent customer service is something of an art form, but by getting some of the core…
Combatting Fraud in the Contact Centre – Top Tips
Combatting fraud in the contact centre – top tips – CNP crime is still predicted to…
What Comes first? Happy Customers or Happy Employees?
What came first the chicken or the egg? Happy customers or happy employees? Tommy Palomäki at…
Meaningful Connections With Customers
It’s a common misconception that focus on a customer is shouldered by one department – usually…
Minimise Customer Effort & Maximise Customer Satisfaction
Making life easier for customers is the first step towards brand loyalty and business success. Magnus…
How to Integrate Chatbots into the Customer Journey
How to integrate Chatbots into the customer journey – 3 Tips for Success The desire to…