How to build a customer journey map for your contact centre that works – Read on…
Category: – Contact Centre Tips
5 Ways to Turn Contact Centre Agents into Brand Guardians
Contact Centres Impact Customer Loyalty: 5 Ways to Turn Agents into Brand Guardians In these uncertain…
Six Reasons to take another look at IVR in your Contact Centre
Six reasons to take another look at IVR in your contact centre – Rob Crutchington at…
It’s Good to Talk but Are Contact Centres Really Listening?
UK Consumers Say It’s Good to Talk but Are Contact Centres Really Listening? Despite a rise…
Sentiment’s Role in Contact Centre Management
Sentiment’s role in contact centre management. Sentiment Analysis – What is it and how does it…
Top 5 Insights for Leading a Multilingual Contact Centre
Top 5 Insights for Leading a Multilingual Contact Centre by Justin Custer, CEO at ChatLingual In…
Make Outbound Dialling More Effective with Voicemails
Make outbound dialling from your contact centre more effective with voicemails – Essential contact centre tips…
Customer Authentication in Contact Centres Without Complication
Customer Authentication in Contact Centres Without Complication So do you need voice biometrics in the contact…
Staff Wellbeing & Engagement in Your Contact Centre
How to Improve Staff Wellbeing and Engagement in Your Contact Centre In the era of The…
The 2022 Contact Centre Trifecta of Pain: Increasing Workloads
The 2022 contact centre trifecta of pain: increasing workloads (Part 3) Rachel Lane, Solution Principal for…
The 2022 Contact Centre Trifecta of Pain: Rising Attrition Rates
The 2022 Contact centre Trifecta of Pain: Rising Attrition Rates (Part 2 – See Part One)…
Planning Tools & Techniques to Maximise Contact Centre Performance
7 Demand planning tools and techniques to maximise contact centre performance As organisations continue to grapple…
The 2022 Contact Centre Trifecta of Pain: The Struggle to Hire
The 2022 contact centre trifecta of pain: the struggle to hire (Part 1) Rachel Lane, Solution…
Quality Management in the Contact Centre: The Future is Hybrid!
Who needs Quality Management (QM) in the contact centre? Quality Management (QM) has been used in…
Bring on the Contact Centre Bots says Omningage!
Bring on the Contact Centre bots says Omningage! – Out with the IVR, in with the…
Managing Workforce Engagement in a Hybrid Contact Centre
Managing workforce engagement in a hybrid contact centre – Craig Farley, Head of Consulting IPI explains…
Effective Onboarding Helps Staff Retention in Contact Centres
How effective onboarding helps staff retention in your contact centre Like many areas of our economy,…
The many faces of Customer Satisfaction in the contact centre
The many faces of Customer Satisfaction (CSAT) in the contact centre – Omningage Customer Satisfaction (CSAT)…
Ways to Deal with Difficult Customers Calling Contact Centres
6 ways to deal with difficult customers calling the contact centre – Ben Booth of MaxContact…