Customer Experience

How to support vulnerable customers

We look at how to provide faultless assistance to vulnerable customers under a variety of different circumstances within the contact…

3 years ago

Coaching the contact center – The art of conversation: Part Three

In the final instalment of our series on the art of conversation, Helen Beaumont Manahan discusses why coaching the contact…

3 years ago

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…

3 years ago

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.

3 years ago

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…

3 years ago

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…

3 years ago

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…

4 years ago

Why Quality Monitoring is Important for your Call Center

We examine Quality Monitoring for contact centres on many levels, right the way through to driving a Return on your…

6 years ago

Conversations stand the test of time

Too many companies focus on the complexities and best practice of technology, not the complexities and best practice of conversation.

6 years ago

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