How Contact Centres Can Leverage Gamificaton

Contact centres are always looking for new ways to ensure employee engagement and productivity, especially now that many agents work, at least some of the time, from home. For remote agents especially, it can be more difficult to plug into the culture of the office and stay engaged with the brand without the face to face interaction they would usually have in the contact centre.


Making Your Contact Centre Work Better

Contact centre changes are never an easy venture, but it's crucial to embrace an opportunity for change. While the world is slowly returning to normal after a global pandemic, now is the time to identify how your contact centre can be improved.


Terminology 101: Customer service vs customer experience

Customer service and customer experience may sound like they encompass the same ideas, but there are also crucial differences. This article explains.


What is a Net Promoter Score© and how do you improve it?

Net Promoter Scores© provide a valuable metric for businesses. But what does a good Net Promoter Score© look like, and how can you improve yours?


4 practical ways to improve customer experience

Customer experiences with your business have a tangible impact on your ability to make money. Here are a few practical tips to improving customer experience.


What are the 2 golden rules of customer experience?

Positive customer experiences are critical to cultivating a loyal following for your business. What are the key areas contact centers should be focusing on to create the best possible experience for their customers? Let's take a look at the two golden rules and how Call Design can help.


3 contact centre strategies to adopt for Generation Z customers

Contact centers can't treat Generation Z like their older counterparts. So what strategies can managers adopt for this tech-savvy generation?