Handling the customer service experience in the festive season
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
Human Element
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 centre is not a competition.
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.
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.
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.
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.
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.
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.
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.
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.