More and more contact centres are implementing live chat. Yet many are making the same false assumptions and mistakes.

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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.

It can be challenging to determine which customer engagement centre (CEC) option is right. In this Gartner report, which highlights the eight capabilities to look for when choosing CEC software, Zendesk has been recognised as the highest-ranked CRM solution.

CallMiner surveyed 1,000 people to find out how/why consumers contact suppliers and how they were feeling when they contacted. Read more to find out how the results uncovered a switching epidemic – and that call centres play a pivotal role.

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