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…
14 August 2024
Knowing Why Your Customers Contact You
If you’ve read any of our blogs before, it is a mantra you may be…
