As the digital revolution has provided consumers with more information, so their relationship with vendors that they purchase products from has fundamentally changed. Power is now firmly with the buyer; and this means customer experience is the new battleground on which businesses thrive or die… Continue reading The importance of voice in the moments that matter →

In the race to maximise productive agent time, contact centres increase the risk of employee burnout and diminished customer experience. Ben Willmott at Teleopti advocates the comfortable middle ground using automated Workforce Management to improve agent occupancy and reduce shrinkage. Continue reading 5 Ways to strike the right balance: Occupancy and Shrinkage →

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 →