Contact Centre: Show your customers that they matter by using a smart Quality Management solution!

14 May 2020 5 min

To ensure optimal customer satisfaction, organisations should start by making sure their contact centre agents are as efficient as possible. A well-designed Quality Management solution can improve the performance of your agents by not only pinpointing their weaknesses but also by helping them improve through (self-)assessment processes and individual coaching. It will also assist in swiftly identifying the reasons for customers' dissatisfaction.

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Maintaining productivity, security, and customer satisfaction even while switching to remote work

28 Apr 2020

5 min

Maintaining productivity, security, and customer satisfaction even while switching to remote work

Current circumstances have forced many contact centres to switch their agents to remote work as part of their business continuity plans. It is legitimate for companies to question the consequences of this transition. Is it easy to implement? What are the security-related risks? Can your customer service really be fully supported by agents and supervisors working from home?

Workforce Management: improve both customer and agent experience with a smart Workforce Management solution

21 Apr 2020

5 min

Workforce Management: improve both customer and agent experience with a smart Workforce Management solution

Far surpassing the cost of telephone, technology, and real estate investments, human resources account for more than 50% of a contact centre's expenses. With cost reduction in mind, implementing a smart Workforce Management solution (WFM) is an excellent investment. However, this tool offers numerous other benefits!

Build your story with your customers as you engage with them in conversation

7 Apr 2020

3 min

Build your story with your customers as you engage with them in conversation

It's not easy for brands to meet customers' rising expectations. What’s the best way to offer them a rewarding experience and a consistent customer journey? By leveraging a Contact Centre as a Service (CCaaS) solution that allows brands to shift their focus from channels towards a seamless integration of all customer interactions within a single conversation.

3 key customer service trends to look forward to at Call and Contact Centre Expo, London, UK

3 Mar 2020

3 key customer service trends to look forward to at Call and Contact Centre Expo, London, UK

Customer service and the experience brands deliver to consumers have never been more important to the bottom line. Companies know that customer experience is a key differentiator and are therefore focusing on meeting the rising expectations of their customers.

How 5G will revolutionise the customer experience

28 Feb 2020

5 min

How 5G will revolutionise the customer experience

With 5G now available in certain cities throughout the UK, it represents an unprecedented technological shift. This means, as it continues to expand throughout the country, companies need to prepare 5G services adapted to their sector of activity. In this blog, we will explain how 5G will revolutionise the customer experience through enhanced and collaborative video capabilities.

3 ways to finetune your retail contact centre

18 Feb 2020

3 min

3 ways to finetune your retail contact centre

As the retail industry adapts and evolves to meet the growing demands of customers, technologies have shifted to better serve them from an all-encompassing contact centre environment.

Contact Centre: Enhance the customer and agent experience with outbound calls.

13 Feb 2020

5 min

Contact Centre: Enhance the customer and agent experience with outbound calls.

There is nothing like being proactive to help brands grow and strengthen the relationship with their customers. Properly leveraged, outbound calls can be a fantastic tool helping contact centres to be proactive. However, there are several types of outbound calls and not all of them serve the same purpose. In this blog, we will explain how to take advantage of outbound calls to enhance the customer experience.

3 ways to finetune your finance contact centre

11 Feb 2020

3 min

3 ways to finetune your finance contact centre

New-age customers don’t mind speaking to bots about their finances – so long as their queries are resolved in the quickest and most efficient ways possible. Contact centres can now embrace artificial intelligence (AI) to deliver seamless customer experiences every time.

3 tips for improving customer advocacy in the finance industry

4 Feb 2020

3 min

3 tips for improving customer advocacy in the finance industry

Financial institutions are up against significant competition to not only win customers, but to keep them and turn them into brand advocates. They must find the perfect CX solution to meet and exceed their customers’ needs to improve market-wide advocacy.

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