There are hard and soft costs associated with contact centre turnover, the rates of which have been rising in recent years. Focusing on agent-centric issues, such as empathy fatigue,...
Tips and guides
Millennials are an increasingly important consumer generation. They are both demanding and have faced the disruptions of COVID-19. How can companies improve millennial customer experiences to capture and retain...
Customer demand has been driving digital adoption across the financial service sector for a number of years. This has allowed institutions to take advantage of the agility and service...
Quiet quitting is now one of many reactive workplace movements. It’s time to understand and address this subtle but impactful trend.
Covid-19 has accelerated an evolution in the way utilities’ customer services are delivered. Companies have had to change how they interact with customers, and digital channels have risen in...
Vulnerable customer care is a growing field of specialisation. It is a topic that should be introduced at the onboarding stage of new agents into the contact centre. The...
You only get one chance to make a good first impression. This adage has a double meaning in the world of contact centres, both for customers and the welcoming...
Artificial Intelligence (AI) is one of the most talked-about technological advancements of the moment, but how can organisations in the public sector use it to power a self-service bot...
To design a high-performance chatbot that is able to provide the best possible customer experience, the most important thing is to make sure it is well-supported. By mobilising a...
Current challenges of customer experience (CX) include keeping up with customers across a wide array of communication channels and accommodating agents who wish to work from home. When your...