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Articles

Customer service matters: A focus on standards for National Customer Service Week

Pete Dunn, Community Engagement Manager, explores why customer service is so important, and some of the ways it can be delivered effectively.

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Creating connection in Contact Center Conversation – The art of conversation: Part Two

Helen Beaumont Manahan looks at the importance of creating connection in conversation during the daily operation of the contact centre.

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How Conversation impacts Contact CenterThe art of conversation: Part One

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.

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The seven deadly sins of measurement in contact centres

Pete Dunn discusses how and why measurement in contact centres doesn’t always add up as part of our ‘Seven Deadly Sins’ series.

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The seven deadly sins of call scripting in contact centers

Pete Dunn discusses how call scripting in contact centres can be a double-edged sword as part of our ‘Seven Deadly Sins’ series.

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The seven deadly sins of a call monitoring quality operation

Pete Dunn discusses how to ensure your call monitoring is saintly as part of our ‘Seven Deadly Sins’ series.

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Omnichannel Customer Experience – Can you please everyone all of the time?

How do you keep everyone happy and ensure that your service is always quality assured? You can’t please everyone, but these tips will help.

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call center optimization

The human element of a contact center

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.

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Knowing What Good Looks Like – effective call center program

Many organisations see QA as a compliance-driven, risk-based activity. The real value of QA impact is much larger with multiple touchpoints.

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High Stakes: the Impact of Cultural Communication Styles on Your Global Quality Program

We are proud to work in over 45 languages, and we understand the diverse ways culture can impact Customer Experience.

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