Skill-based routing: an evolving strategy that optimises your agents’ strengths

18 Mar 2021 2 min

Modern contact centres already use skill-based routing to connect customers to agents with the most relevant skills, enabling them to take advantage of specialised teams capable of effectively handling requests with greater accuracy. Read on to learn how skill-based routing is developing and how the latest changes benefit customers, agents and contact centres.

Read more
Couple waiting on the line their request to be solved

Filter by

Year:
Showing 1-9 of 50 results
The 10 most revealing customer experience stats from 2020

23 Feb 2021

3 min

The 10 most revealing customer experience stats from 2020

2020 was a pivotal year for contact centres. The changes which occurred in the last twelve months will set customer experience trends for years to come. Read on to discover the 10 customer experience stats from 2020 that reveal the new landscape.

The ultimate channel strategy is channel-less

26 Jan 2021

3 min

The ultimate channel strategy is channel-less

Personalised channel management strategies are crucial to meeting customer expectations. Since providing multiple channels is now an industry standard, a true differentiator is the effective integration of different cross-channel interactions into one smooth conversation. Customers expect the same seamless experience with brands as they enjoy in their private lives, and contact centre directors’ channel strategies must reflect that reality.

CCaaS solutions and CRM integration: the first piece to your customer experience puzzle

21 Jan 2021

4 min

CCaaS solutions and CRM integration: the first piece to your customer experience puzzle

Today, beyond the technological feats of AI, automation and the cloud, the focus of contact centre managers should remain on customers. This means that selecting contact centre solutions that work with existing customer relationship management (CRM) solutions should be a top priority for every contact centre manager. Read on to learn about the competitive edge your organisation can get by seamlessly integrating its contact centre with its CRM.

An inside look at the CX trends that will define 2021

18 Dec 2020

5 min

An inside look at the CX trends that will define 2021

One thing is certain: 2021 will be interesting. Customer contact centres are experimenting with new ways to enhance customer experience and are continuing to adapt to COVID-19. What solutions are proving most valuable, and is your organisation ready? Read on to learn about the essential trends CX leaders will adopt.

Reshaping user experience and improving agent satisfaction through gamification

10 Dec 2020

2 min

Reshaping user experience and improving agent satisfaction through gamification

Meeting KPIs and customer expectations requires top-notch operations and cutting-edge technology, but the human touch is vital to developing brand-customer relationships. When it comes to customer experience (CX), training and empowering employees with tools is important but ensuring their happiness is key. In recent years, the gamification of user experience has become a much-vaunted method to raise contact centre agent morale. But does it actually work? Read on to find out.

Boost agent performance and increase customer satisfaction with workforce optimisation strategies

3 Dec 2020

4 min

Boost agent performance and increase customer satisfaction with workforce optimisation strategies

Contact centre managers looking to position their organisations ahead of the competition know that optimising their workforce is key. Workforce optimisation strategies such as quality management (QM) and workforce management (WFM) increase operational efficiency, strengthen agent performance and lead to best-in-class customer experience. Read on to learn how.

Channel-less customer experience is built on personalisation

23 Nov 2020

3 min

Channel-less customer experience is built on personalisation

The COVID-19 pandemic has wreaked havoc on long-established business models and thrown into disarray organisations’ short and long-term plans. As a new reality has forced a radical shift in customer experience (CX), contact centre managers eager to stay competitive must adjust to changing customer needs and expectations, with personalisation topping the list.

3 steps to becoming an agile contact centre

18 Nov 2020

4 min

3 steps to becoming an agile contact centre

Leading brands understand how vital it is to be proactive, adaptive and flexible. In today’s fast-changing world, this means providing customers with convenient, effective and personalised customer support. For large organisations, implementing an agile contact centre does not just resolve customers’ issues but enhances a brand’s reputation and drives growth.

3 ways artificial intelligence enhances customer experience

5 Nov 2020

5 min

3 ways artificial intelligence enhances customer experience

Rewarding customer experience (CX) is much more than a series of brand-customer interactions; it is what customers crave and what successful organisations deliver. In a world of rapidly evolving technology, rising customer expectations and tighter budgets, artificial intelligence (AI) can efficiently enhance customer experience in cost-effective ways. Read on to learn three AI strategies contact centre managers should prioritise as the means to improving CX.

1 2 6