Blog

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  The future of the contact centre post Covid-19

  June 23, 2020 • Blog • 359

  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 • 1068

  “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 • 1029

  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 • 1581

  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 • 961

  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 • 899

  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 • 589

  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 • 462

  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 • 569

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

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  Enhancing the Customer Experience: How Artificial Intelligence is Transforming Contact Centres

  July 4, 2019 • Blog • 1505

  AI in Contact Centres delivers valuable insights that can be used to streamline, optimise, and personalise customer journeys to...