29 November 2024
How Do Different Generations Use Customer Service?
Gen Z loves a text chat. Boomers prefer a phone call. And Millennials want answers,…
21 November 2024
Should You Add Digital Channels to Your Contact Centre? Insights from Industry Experts
In the world of contact centres, there’s one question cropping up more than ever: To add…
18 November 2024
How to Devise an AI Adoption Strategy for Your Contact Centre
Artificial intelligence (AI). It sounds good. It often looks good. But is it truly trusted…
14 November 2024
Black Friday & Cyber Monday – Is the Juice Worth the Squeeze?
The yearly retail spectacle is nearly upon us. Retailers are rubbing their hands at the…
24 October 2024
Here’s What’s Next for Citizen Engagement
Public sector organisations are constantly under pressure: shrinking budgets, higher citizen expectations, and demands for…
18 October 2024
Get to the Root: Understanding Customer Pain Points
Knowing what your customers want is useful. Knowing what your customers detest is the road…
30 September 2024
Measuring and Improving Contact Centre Agent Well-being
In the modern contact centre, agent wellbeing is no longer just a priority; it's essential…
23 September 2024
Agent Desktop Experience: The Key to Contact Centre Success
Sarah is a contact centre agent on a call with an impatient customer. The customer’s…
16 September 2024
Beyond just scores: new ways to measure customer service success
The contact centre manager lives a life of efficiency-led targets. How else can a return…
30 August 2024
Turning Customer Feedback into Tangible Improvements
Did you know that there’s a goldmine in your inbox? Each comment, message or review…
21 August 2024
How to Improve Citizen Services in the Public Sector
One of the most pleasing developments in the internet era has been the opportunity to…
