Measuring & Improving Contact Centre Agent Well-being

In the modern contact centre, agent wellbeing is no longer just a priority; it’s essential for…

Keeping Remote Contact Centre Agents Engaged in an era of ‘Employee Drift’

Keeping remote contact centre agents engaged in an era of ‘employee drift’ Remote working models are…

Financial Conduct Authority Consumer Duty – One Year On

Introduced in July 2023, the Financial Conduct Authority’s (FCA) Consumer Duty, also known as the Duty,…

When Customer Service Becomes an Endless ‘Sales Pitch’

My car had a manufacturer recall recently so without hesitation I telephoned my local dealership to…

How DE&I & Technology is Reshaping the Contact Centre

To celebrate National Inclusion Week, Cirrus has released a report highlighting how diversity, equity, and inclusion…

The Importance of Fraud Prevention Training in Contact Centres

The importance of fraud prevention training in contact centres Rachel Tiffen, Director of Learning at UK-leading…

How Customer Emotion is Impacting Business

The Customer Experience Foundation (CXFO) recent round table event attended by CX providers and contact centres,…

Contact Centre Queue Length Quadruples Since 2013, Driving Poor CX

Contact centre queue length quadruples since 2013, driving poor CX Based on surveys with 1,000+ UK…

How to Improve Citizen Services in the Public Sector

How to Improve Citizen Services in the Public Sector – One of the most pleasing developments…

Fixing Customer Service doesn’t begin and end with the Contact Centre

Fixing customer service doesn’t begin and end with the contact centre. Nicky Hjerpe at Netcall discusses.…

How does a Cloud Contact Centre Improve Customer Retention?

Customer retention is the backbone of any successful business. Traditional customer service methods, such as manual…

Overcoming the AI Adoption Chasm in the Contact Centre

Overcoming the AI Adoption Chasm in the Contact Centre – Kevin McGachy, Head of AI Solutions…

Unlocking the Power of Generative Artificial Intelligence

Unlocking the Power of Generative AI; Are You Prepared to Ride the Waves of New Age…

Automation will not drive a reduction in contact centre agents

Automation will not drive a large-scale reduction in Contact Centre agent numbers before 2026 New research…

Senior Leaders in the Water Sector can learn from Contact Centre Agents

How the senior leaders of the water sector can learn from contact centre agents – Hannah…

Jabra Research: How Audio Volume Affects Performance & Office Vibe

Jabra’s research reveals how audio volume affects performance and office vibe • 71% of UK workers…

Signed, Sealed, Delivered – the Demise of Customer Experience

Signed, Sealed, Delivered – the Demise of Customer Experience in the contact centre.  Jonathan Sharp, CEO,…

How DORA will Push Financial Firms to Enhance Operational Resilience

How DORA will Push Financial Firms to Enhance Operational Resilience –  James Dodson, Sabio Group, discusses.…

DORA’s Knocking: Will Financial Services Organisations Weather the Storm?

DORA’s Knocking: Will Financial Services Organisations Weather the Storm? James Dodson,Sabio Group, discusses. As the winds…

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