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