Category Archives: Blog

Why Agent Engagement Hinges on Tool Effectiveness

If organisations want to deliver a great customer experience, it’s important to create a great agent experience. Research consistently indicates a significant connection between an agent’s level of engagement and satisfaction and their ability to provide a positive customer experience. A study by Ventana Research found that a very satisfied agent is twice as likely as one less satisfied to meet key performance metrics such as average handling time, customer satisfaction scores, and first-contact resolution rates. Continue reading Why Agent Engagement Hinges on Tool Effectiveness

How Disconnected Systems are Destroying the Customer Experience

When asked, most executives would indicate that one of their strategic priorities is to deliver an excellent customer experience (CX). Research supports that organisations increasingly acknowledge that the CX is an important competitive differentiator and it must be leveraged at all available opportunities. One of the most important places to ensure that people, processes, and technologies align with customer experience strategy is in the contact centre. That warrants asking, is the contact centre ready to handle the needs and expectations of the modern consumer? Continue reading How Disconnected Systems are Destroying the Customer Experience

Three ways to leverage Workforce Management and drive ROI

When properly utilized, few contact centre software platforms can outperform Workforce Management in terms of ROI whilst simultaneously improving customer experience. Ben Willmott of Teleopti explains how to leverage the latest workforce management (WFM) solutions and make quick-and-easy wins to maximize your return on investment (ROI) Continue reading Three ways to leverage Workforce Management and drive ROI

Cross-Functional Cooperation is the Key to AI Success

When you ask customers what they want from their experiences with your organisation, simplicity and ease top their list. Furthermore, they want to know that they can trust whomever is providing them with service. For those reasons, customers may respond negatively when they realise that a machine, not a human, is providing them with service. Continue reading Cross-Functional Cooperation is the Key to AI Success