In the age of the customer, more consumers have become accustomed to the instant gratification afforded to them by technology. How can businesses meet the increasing expectations and deliver exceptional customer experience?

Gamification is an innovation that has quickly attracted a large and loyal following because of its proven ability to improve engagement. This white paper gives examples of using gamification in contact centres and presents best practices to improve performance.

By analysing audio for clarity and consistency you can take the necessary steps to ensure a consistent, positive voice experience for contact centre staff and customers alike. Read on to ensure that employees’ hearing health is not at risk.

A successful contact centre needs the correct mix of intelligence, design, and practical functionality to be a winner in today’s competitive environment. Learn some of the best practices in self-service strategy and how to blend it right with agent-assisted service.