Innovation might grab the headlines, but keeping contact centre technology and processes working effectively requires ongoing attention, maintenance and improvement.
Why implementing the right multilingual contact centre strategy pays for itself.
Payments are part of the customer journey, not just a compliance task. So how should contact centres choose technology that works across channels, protects customers and makes paying easier?
How does Serbia stack up against its well established rivals?
Balancing debt recovery with customer and colleague support. It’s difficult to ignore or be unaware of the ‘Cost-of-Living Crisis’. It’s everywhere, television, LinkedIn, radio, media platforms, and is inescapable.
As sure as night follows day, autumn follows summer, the nights get longer and thoughts for many will turn to handling peak demand, or for those who’ve just been through a peak – reviewing how it went and learning lessons for the next one.
How do financial services companies compare on customer service? We mystery shopped 12 providers to benchmark bots, webchat, IVR, call handling and opening hours.
CX within the experience economy – Delivering a consistent brand experience. Consumer access to brands has undergone a paradigm shift since the 1990s, with the advent of the mobile device, growth of social media and the ‘always on’ generations of the Millennials and Gen Z leading to a heightened awareness among customers.
The Supreme Court’s Harpur Trust v Brazel ruling changed how holiday pay should be calculated for part-year workers. What does that mean in practice for employers?
Why just letting the grass grow will never produce the desired result. Summer is over and my annual attempt to turn what was once a space to play a bit of footy with the kids into a colourful wildflower meadow has once again well and truly failed.
Looking past the glitter to avoid picking the fool’s gold…Understanding the role of sales in any organisation is not a complex thing. Keeping the sales role in some context, may not be so easily understood and may take the shine away from that first impression.
