The Needs to Know About Contact Centre Automation
The quality of service and efficiency of how a contact centre is run directly impacts its ability to be successful. Technology is always advancing so to remain competitive it is important for every organisation to regularly review the systems and processes.
The Impact of the Wrong Software on Employee Experience
As the integration between human and technology becomes increasingly more unified and the bottom-line efficiency evolves by the day, it's essential to understand where and how this has happened.
8 Steps to Onboarding a Contact Centre Agent
Many contact centres underestimate the importance of onboarding agents well and the challenges they encounter. Contact centres must have a structured onboarding program to ensure staff absorb all critical information, including daily duties, customer service protocols, company policies and regulations.
How to Select the Best Workforce Management Solution for your Contact Centre
The ability to evaluate the effectiveness of your workforce management solution can drastically improve the performance of your contact centre.
Why Contact Centres are looking at Onshoring Contact Centres again
As many countries around the world have been in lockdown, businesses that were offshoring contact centres have had to adapt quickly and find other ways to manage customer enquiries.