Virtual Event: Part 3 | Evolution of the Contact Centre
Contact centres witnessed an extraordinary period of transformation and innovation in 2020. COVID-19 was the catalyst, but the advances…
Contact centres witnessed an extraordinary period of transformation and innovation in 2020. COVID-19 was the catalyst, but the advances…
Start forecasting and scheduling in your inbound centre If you’re looking for someone to explain the basics to forecasting and…
Whether in person or remotely, effective performance management of your team is critical Managing the performance of your team is…
Connecting with customers on an emotional level reaps rewards In recent months, contact centre advisors have demonstrated their empathy and…
Are you a small contact centre operation that is looking to improve your forecasting and scheduling? Workforce planning is more…
Latest CCMA Contact Centre Research reveals chatbot trust gap The latest research from the CCMA (Call Centre Management Association), the…
The UK National Contact Centre Awards 2021 are now accepting nominations, according to organisers the CCMA (Call Centre Management Association).…
The Impact of Brexit on the Contact Centre From January 2021, the UK’s transition period after Brexit will come to…
CCMA’s Evolution of the Contact Centre research raises important questions for contact centre leaders The CCMA (Call Centre Management Association)…
Mental Health Awareness for Contact Centre Managers Looking after employee mental and physical health at work has never been more…
ECCCSA 2020 Finalists announced as the largest contact centre awards see a 23% uplift in entries – Finalists include global…