Blog

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  The Post-Covid Contact Centre: Are You Ready to Embrace Changing Customer Contact?

  October 9, 2020 • Blog • 222

  When the world changes, we can either try to deny it, or we can embrace it. The impact of COVID-19 will no doubt be far-reaching,...

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  The future of the contact centre post Covid-19

  June 23, 2020 • Blog • 1147

  Coronavirus has forced unprecedented change upon the contact centre, testing every prior technology decision and tool in every...

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  How to motivate call centre teams with instant reward

  February 17, 2020 • Blog • 1686

  “Instant reward schemes in call centres can make the difference between motivation and disengagement for your employees and...

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  Why AI is the Future of Cloud Contact Centre Technology

  February 17, 2020 • Blog • 1470

  Contact centres have always been challenging environments that involve high workloads and high volumes of data. The challenge is...

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  2020: Simple and smart, your best year ever for WFM

  December 17, 2019 • Blog • 1694

  As 2019 draws to a close, Dave Hoekstra predicts an exciting road ahead for Workforce Management. While innovations like...

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  Saving Christmas from the Contact Centre of Doom

  December 12, 2019 • Blog • 1058

  Dramatic news, just in from the North Pole: Christmas is under threat — from the Contact Centre of Doom. So what can be done?...

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  How micro-moments drive customer channel choices

  November 27, 2019 • Blog • 1008

  In the world of the multichannel contact centre, in order to ensure consistent, personalised customer service it’s important...

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  Contact Centre Automation is a Key Component of Consistent Customer Service

  November 20, 2019 • Blog • 675

  Providing consistent customer service, delivering on the growing desire for self-service, and ensuring your contact centre can...

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  Effective Email Management is Key to Contact Centre Success

  November 13, 2019 • Blog • 553

  You Can’t Manage What You Can’t Measure Email has been a means of communication between consumers and businesses for over 20...

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  How to Ensure Your Customer Experience Strategy Will Succeed in the Digital Age

  November 6, 2019 • Blog • 668

  What Does Customer Experience Look Like Today? With so many competing brands, products, and services available these days,...