Over the past few years, we have heard the term ‘Super Agent’ increasingly mentioned. With technology reducing the requirement for low level agent customer interactions, more emphasis is being put on developing skilled representatives who are able to deal with more complex enquiries and scenarios which require the human touch.
Who’d work in a contact centre when “everyone’s angry”?
How to optimise your customer service solution. Often people talk about multi-channel and digital customer service as some elixir that will solve all their challenges. However, whilst offering the customer more ways to contact you, are you just adding in more plates to spin?
New year, new you? So, it’s all over. The preparations, food, presents and Santa has been and gone. It’s a new year but is it a new you?
What’s all the fuss about? The past few months have been busy ones here at Contact Centre Panel. So much so, some of the latest news and updates in the world of tech have well and truly passed me by.
Customer experience management and digitisation has been transforming customer interactions for well over a decade, but the recent pandemic has dramatically accelerated that trend, driving significant new investments in integration and setting a new standard for customer expectations globally.