Before we put our feet up for the festive holidays, here’s our expert advice on how to handle customer service during the busy Christmas period
Digital transformation can dramatically alter every aspect of customer service – as well as having a huge and positive impact on cost.
In the final instalment of our series on the art of conversation, Helen Beaumont Manahan discusses why coaching the contact centre is not a competition.
Pete Dunn, Community Engagement Manager, explores why customer service is so important, and some of the ways it can be delivered effectively.
Helen Beaumont Manahan looks at the importance of creating connection in conversation during the daily operation of the contact centre.
In a world driven by technology, a simple spoken exchange of words is becoming a rarity. Helen Beaumont Manahan looks at why talk is not cheap.
Pete Dunn discusses how and why measurement in contact centres doesn’t always add up as part of our ‘Seven Deadly Sins’ series.
Pete Dunn discusses how call scripting in contact centres can be a double-edged sword as part of our ‘Seven Deadly Sins’ series.
Pete Dunn discusses how to ensure your call monitoring is saintly as part of our ‘Seven Deadly Sins’ series.
The Contact Centre Expo is one of the highlights of our industry’s calendar. We review the key talking points from this year’s event.