Blog 20 November 2023 The 4 Most Common Types of Outbound Diallers Explained So, you've got a contact centre, and you're looking to supercharge your outbound calling game.… Sandra Haworth
Blog 14 November 2023 How an Identity Layer Connects Your Contact Centre for Seamless Experiences Providing seamless, personalised customer experiences is crucial for contact centres today. However, siloed systems and… Sandra Haworth
Blog 13 November 2023 Beyond Metrics: The Art of Measuring Agent Experience in Contact Centres It's easy to get caught up in the numbers game in contact centres. When it… Sandra Haworth
Blog 9 November 2023 Mastering the Art of Leading a World-Class UK Contact Centre Team Managing a successful contact centre requires mastering many complex responsibilities. From strategic planning to day-to-day… Sandra Haworth
Blog 8 November 2023 Connecting Contact Centre Dots with a Data-Driven Approach The contact centre, your gateway to customer interactions, holds the power to transform service inquiries… Sandra Haworth
Blog 8 November 2023 Crafting Seamless Omni-Channel Customer Journeys for the Modern Consumer Creating seamless customer journeys across channels is no longer just an aspiration – it's a… Sandra Haworth
Blog 7 November 2023 A Guide to Intelligent Authentication in Contact Centres Safeguarding customer data while providing seamless customer experience and service has become a balancing act… Sandra Haworth
Blog 2 November 2023 The Power of Omni-Channel Analytics: Transforming Your Customer Experience Do you remember the last time you tried to resolve an issue with a business… Sandra Haworth
Blog 30 October 2023 Best Practice Tips to Improve First Call Resolution (FCR) When you call a customer service line with a pressing issue, you seek swift assistance,… Sandra Haworth
Blog 25 October 2023 Secure Digital Payments: A Look into the Future Imagine a world where physical money is a thing of the past, and making payments… Sandra Haworth
Blog 24 October 2023 4 Simple Steps to Merge AI and Agent Engagement to Boost Agent Satisfaction Agent attrition is a massive pain point for contact centres, with annual turnover exceeding 30%… Sandra Haworth
Blog 23 October 2023 C-Suite Perspectives on AI in Customer Service: New Industry Report Unveils Trends Artificial intelligence (AI) is transforming customer service, but how confident are top executives in its… Sandra Haworth
Blog 18 October 2023 Mastering Quality Management in Contact Centres Quality management is a critical aspect of any contact centre's success. Whether it's providing exceptional… Sandra Haworth
Blog 16 October 2023 Crafting the Perfect Customer Service Sandwich: Inbound Contact Centre Best Practices Making a great sandwich takes skill and the right ingredients. From perfectly ripe tomatoes to… Sandra Haworth
Blog 11 October 2023 Screen Pops: The Underrated Tool Your Agents Need Now The phone rings. An agent scrambles to answer. "Hello, how can I help you today?"… Sandra Haworth