18 October 2023
Mastering Quality Management in Contact Centres
Quality management is a critical aspect of any contact centre's success. Whether it's providing exceptional…
16 October 2023
Crafting the Perfect Customer Service Sandwich: Inbound Contact Centre Best Practices
Making a great sandwich takes skill and the right ingredients. From perfectly ripe tomatoes to…
11 October 2023
Screen Pops: The Underrated Tool Your Agents Need Now
The phone rings. An agent scrambles to answer. "Hello, how can I help you today?"…
4 October 2023
4 Tips to stay ahead in customer engagement with SMS
One of the most effective methods to engage your customers and boost customer engagement is…
4 October 2023
AI is turning BPO’s into efficiency powerhouses
Embracing digital transformation is no longer an option but a necessity for most businesses. One…
29 September 2023
Enhancing Customer Experiences: The Impact of Actionable Data
In the realm of customer service, professionals are continuously seeking innovative ways to streamline operations,…
29 September 2023
Contact Centre Best Practices for Workforce Engagement
Imagine a bustling restaurant where the chefs are not just skilled but deeply passionate about…
25 September 2023
Key Contact Centre Performance Metrics and KPIs with AI
In a contact centre, performance metrics and key performance indicators (KPIs) play a crucial role.…
22 September 2023
The Promise and Pitfalls of AI-Enabled Customer Care
Click here to see this post as an infographic. There are both immense potential and…
21 September 2023
Here’s why blended contact centre solutions are replacing siloed outbound contact centres
The traditional contact centre model is at a crossroads, facing challenges that demand innovative solutions.…
15 September 2023
AI virtual agents: Your customer service cost-cutting companions
In today’s business landscape, every penny counts, and one of the most substantial expenses for…
15 September 2023
Conversational IVR: Your customer service swiss army knife
In recent years, contact centres have witnessed an unprecedented surge in inbound call volumes. This…
11 September 2023
What is the benefit of AI-conversation analytics in the contact centre
Customer expectations are always changing, and these days, staying ahead means more than just meeting…
7 September 2023
Retail customer experience trends in 2023: Embracing the revolution
As customer care managers and directors in the retail customer experience space, staying up to…
