The success of a contact center hinges not just on the technology it employs, but on the effectiveness of its coaching and training programs. As the frontline of customer interaction, contact center agents require ongoing support and development to deliver exceptional service and drive customer satisfaction.   Yet, many organizations struggle to keep their training programs…

Our Quality and Coaching Specialist, Chris Mounce, caught up with Martin Teasdale on the Get out of Wrap podcast to chat about the agent experience, AI and evaluagentCX.  With decades of experience between Chris and Martin, they shared anecdotes and teaching moments from their careers as well as what’s top-of-mind for contact centers today. Watch the…

IIn the fast-paced, ever-evolving world of customer service, we’ve all come to realize the immense power a single interaction can hold. In this digital age, customers are more informed, more vocal, and have a wider platform to share their experiences. A single negative online review can significantly impact business and stop prospective customers in their…

Last week we held our inaugural Agent Engagement Summit, an event focused entirely on the agent experience and how it can be improved. The atmosphere was upbeat, the lobby was buzzing, and the ideas brilliant… and it was all achieved online!  If you weren’t able to make it (or you simply want to revisit the…

Effective call centre coaching raises employee engagement, boosts customer happiness, and improves performance. By offering the proper assistance and advice, call centre managers can assist their agents in performing to the best of their abilities. This article looks at seven crucial suggestions for call centre coaching. 1. Self-Assessments It is crucial to motivate call centre…

In the fast-paced world of customer service, contact centre agents need more than just technical skills to thrive. A successful agent should possess a range of soft skills, also known as interpersonal skills, to provide exceptional customer service, build rapport, and handle challenging situations with grace. This article will explore the top five must-have soft…

Every day, call centres handle an enormous volume of customer interactions – traditionally via phone calls, but increasingly via email, chatbots or social media too. With this volume of exchanges, you can see it’s vital to get one thing right: customer service. Many organisations have developed their own unique definitions of customer service to reflect…

You’ll be in good company

From AI to Analytics and everything in between, we’ve been busy finding out what the Contact Centre must haves are for 2023! As the world continues to evolve and change, it’s important to regularly assess your systems and make any updates as necessary to insure you’re keeping up with the latest trends and technology that will take your business to the next level.

You’ll be in good company