Excellent interactions—consistently and across all touchpoints–are the foundation of a good customer experience that will build long lasting customer relationships. However, without the availability of adequate channels that customers expect and processes to enable engagement that is fast and convenient, customer satisfaction and long term loyalty across the customer journey could be unwittingly diminished. Continue reading Customers expect an excellent experience. Make sure you’re doing everything to deliver it →

Statistically, the majority of contact centres still use manual processes to adjust their intraday workforce scheduling but why play a constant game of catch-up? Dave Hoekstra of Teleopti outlines 5 reasons to invest in real-time management to balance the workload, achieve service levels and mop-up agent idle time. Continue reading Keep calm and carry on: 5 Reasons for Intraday Scheduling in Contact Centres →

As part of customers’ communications shifting to digital, messaging is one of the fastest growing channels: 67% of people now expect to use messaging apps to talk to businesses. Continue reading The top four messaging channels in customer care and how to select the right one →

According to Peter Dempsey from Puzzel it’s time to transition from Workforce Management to Workforce Optimisation for true efficiency and effectiveness in contact centres. Here, he shares 3 tips for making the change… Continue reading What’s next for WFM? – 3 Steps from WFM to WFO for exceptional customer service →

Rob Crutchington at Encoded looks at the impact of GDPR on contact centres and discusses three ways to help them remain compliant using technology… Continue reading What happens next? 3 Steps to contact centre compliance →

Digitalisation is a double-edged sword. While it makes life easier by automating processes and helping consumers to self-serve, some might argue it offers too much choice. Colin Hay says it’s time to stay calm and carry on with a five-point plan for super-connected customer experience. Continue reading 5 Point Plan for Super-Connected CX →

Richard Mill from Business Systems (UK) explains why better visibility of team delivery is invaluable for call centre managers to run day-to-day operations smoothly and efficiently… Continue reading Greater Insight Is an Attainable Contact Centre KPI →

By Cédric Blum, Customer Care Expert, and Julien Rio, Marketing Director at RingCentral Engage Digital… Continue reading The benefits of empowering agents to go omni-digital →

Employee attrition can contribute to increased operating costs. Tommy Palomäki at Teleopti explains why it pays to focus on CSR (Customer Service Representative) well-being using automated Workforce Management to inspire and motivate staff. Continue reading 7 Steps to CSR happiness →

Business Systems (UK)’s Richard Mill on how Workforce Optimisation (WFO) could be a big help for city firms attempting to meet the FCA’s Conduct Risk Agenda… Continue reading The Cost of Risky Business →