Blog

There is no shortage of tools on the market that can help drive new QM efficiencies into the call centre. But without the right strategy and a deep understanding of the business goals to be served by the program, these tools will often fall short of their intended objectives. Before a call centre can achieve [...]

Call centre technology is evolving rapidly. With each advancement, emerging strategies promise to push quality management to the next level—delivering new value to the call centre and across the entire enterprise. Here are five trends that are changing the way QM is delivered—and revealing new ways organisations can capitalise to create better outcomes for their [...]

In my first three “CX Training” blogs, I explained how cloud is the catalyst for better overall education in the contact centre because it promotes better, more effective new-hire curriculum and fosters better real-time coaching and continual development. In this last blog of the series, I dig deeper into how cloud better prepares teams for [...]

In my last “CX Training” blog, I explained how cloud-based contact centre and training technologies help brands better retain the loyalty of increasingly fickle customers because they enable an entirely new realm of new-hire training and coaching possibilities. Cloud-based apps also, however, drive an increasingly rich array of benefits for the real-time coaching and continual [...]

As the COVID-19 crisis accelerated the digital transformation timeline across the business world, one estimate suggests we collectively crammed 5.3 years of digital transformation activity into the first half of 2020. Contact centres grew more critical to business success as organisations relied on them to nurture customer relationships through fluctuating service levels and an evolving [...]

In my first blog of this “CX Training” series, I asserted that organisations still relying upon on-prem contact centre and training technologies will be ill-equipped to capture, nurture and retain the loyalty of today’s pandemic-weary consumers. Cloud-based contact centre and training apps, on the other hand, significantly enhance and expand what’s possible when it comes [...]

When the Enterprise Research Centre surveyed 1,000 companies across the UK, the results were enlightening and somewhat heartening.  While many firms saw their turnover fall by 42% and employment levels drop by 30%, others managed to grow despite COVID-19. Surprisingly a fifth (21%) of respondents saw positive impacts of the pandemic with 17% citing the [...]

One undeniable impact of COVID-19: impatient, exhausted and sometimes desperate consumers expect much more of the customer service teams with which they engage. And, if dissatisfied with the experience, they’re much more likely to promptly take their business elsewhere. That’s why many contact centre leaders consider agent training to be one of their top priorities [...]