Sabio’s Kevin McGachy highlights some key considerations ahead of any AI implementation in the contact centre.…
Category: – Contact Centre Tips
High Call Abandonment Rates Can Be an Issue for Contact Centres
Tips on How to Reduce Call Abandon Rates in Your Contact Centre Scott Doherty, Workforce Management…
Clarity in the Chaos: Contact Centres Are Turning Data into Direction
Clarity in the Chaos: How Contact Centres Are Turning Data into Direction with Calabrio Insights In…
How to Budget a Contact Centre Upgrade
Upgrading a contact centre is a big investment that can make a huge difference in customer…
How Can the Contact Centre Improve Customer Retention?
Multi-Channel Experiences – How Can the Contact Centre Improve Customer Retention? – Richard Hanscott, CEO at…
Taking Stress out of your Contact Centre with Agentic AI
Stress Awareness Month – Taking stress out of your contact centre with Agentic AI Jurgen Hekkink,…
Stuck with Legacy Systems? Agile Tech is Key to Contact Centre Success
Stuck with Legacy Systems? Why Agile Tech is the Key to Contact Centre Success in 2025…
9 Signs Your Contact Centre Tech Is Holding You Back
Signs Your Contact Centre Tech Is Holding You Back — And How to Fix It As…
Customer Experience in the Contact Centre Needs a Reality Check
Why Customer Experience in the Contact Centre Needs a Reality Check in 2025 Stuart Dorman, Chief…
The Contact Centre Industry Average Wait Time
If you’ve ever had a problem that you’ve needed to sort over the phone, you know…
Student Mental Health: How Contact Centres are Supporting the Next Generation
Student mental health is a growing concern across universities, with an increasing number of students reporting…
Is Your Contact Centre Falling Behind? It’s Time to Go Digital-First
As businesses strive to meet evolving customer expectations, the demand for efficient, scalable, and cost-effective solutions…
How Artificial Intelligence Will Transform Workforce Planning in the Future
WFM and AI: How Artificial Intelligence Will Transform Contact Centre Workforce Planning in the Future Jim…
How to Make Contact Centre Outsourcing Pay
How to Make Contact Centre Outsourcing Pay Rob Crutchington of Encoded shares his 3-point methodology to…
How to Enhance Customer Experience This Black Friday
Smart Chatbots and Personalisation: How to Enhance Customer Experience This Black Friday Ahead of the annually…
Inbound Calls Declining & Outbound Calls Soaring – How to Manage the Shift
According to a recent survey, which surveyed its readership throughout the summer of 2024, voice still…
Meeting Customer Needs Across Every Channel – Without the Hassle
Working in customer service is no easy task. But before we dive in, let’s take a…
These Steps are Key to Contact Centre Agility for any Season
These steps are key to contact centre agility for any season – Magnus Geverts, VP Product…
How Technology can Unlock Insight & Maximise Sales this Golden Quarter
How technology can unlock insight and maximise sales this golden quarter – It’s time to talk…