Customer satisfaction: yardstick, touchstone, the indispensable performance gauge of contact centres everywhere. In...
Contact Centre 101
Why is Digital Customer Experience Important?
If you’re a contact centre operator, service agent or customer support team member - and provided you haven’t been...
GDPR in Public Service Contact Centres – The Case for Implementation
Don’t they say possession makes up nine-tenths of the law? Well, when it comes to data security and public sector...
14 Essential Contact and Call Centre Metrics and KPIs – and How to Track Them
As a contact centre director, you’ll already know how important it is to monitor operational performance. In the words...
Building a Scalable Contact Centre: Strategies and Solutions for Success
Wouldn’t it be great if the contact centre that works for 100 customer enquiries, worked equally well for 1000… or...
How to Improve Average Handle Time for your Charity Virtual Contact Centre
When a client, user or customer picks up the phone to contact your charity, it’s in everyone’s interest for the call...