When operations wants one thing and agents want another the atmosphere can become tense. Karim Chabane…
Category: – Contact Centre Tips
Alternatives to ‘Your Call Is Important To Us’ in the contact centre
Does anyone really believe queue messages which repeat ‘your call is important to us…’? We have…
8 Qualities Your Contact Centre Agents Should Have
Excellent customer service is something of an art form, but by getting some of the core…
Combatting Fraud in the Contact Centre – Top Tips
Combatting fraud in the contact centre – top tips – CNP crime is still predicted to…
What Comes first? Happy Customers or Happy Employees?
What came first the chicken or the egg? Happy customers or happy employees? Tommy Palomäki at…
Meaningful Connections With Customers
It’s a common misconception that focus on a customer is shouldered by one department – usually…
Minimise Customer Effort & Maximise Customer Satisfaction
Making life easier for customers is the first step towards brand loyalty and business success. Magnus…
How to Integrate Chatbots into the Customer Journey
How to integrate Chatbots into the customer journey – 3 Tips for Success The desire to…
Top 5 Tips To Improving Your Customer’s Experience
Top 5 tips for improving your customer’s experience within your contact centre For any business, the…
Seven Ways Contact Centres Can Be Better Places to Work
Seven ways contact centres can be better places to work – Karen Keenan, senior consultant, Call…
12 Steps to Health & Well Being in your Contact Centre
At Echo-U, a customer contact centre based in Newcastle and Bournemouth, the health and wellbeing of…
Jabra Reveals Top Workplace Productivity Trends
Working from home now considered the most productive option while noisy colleagues are biggest distraction to…
Delivering Exceptional CX Through People, Process & Tech
Delivering an exceptional customer experience through people, process and technology – a three point plan As…
Training Tips for Best of Breed Multi-Channel Advisors
Training tips for best of breed multi-channel advisors – Karen Banfield, contact centre director, at specialist…
8 Top Tips to Make Self-Service a Success
Self-service is growing and has a far greater role to play than simply reducing the number…
Contact Centre Omni-Agents – Fact or Fiction?
Omni-Agents – Fact or Fiction? As the great multi-skilling debate continues, Tommy Palomäki of Teleopti outlines…
Elevating The Role of Self Service in the Contact Centre
Elevating the role of self-service – 8 Top Tips Self-service has a greater role to play…
The Art of Reducing Call Volumes in the Contact Centre
The Art of Reducing Call Volumes in the Contact Centre – Colin Hay at Puzzel believes…
For Communication Chaos, Try Canine Cooperation!
Why can’t everyone just get along? You really do have to wonder. I take my dog…