In 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 tweet or online review can significantly impact business. Now, let’s dive into the…

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

Holding effective 1:1 coaching sessions with agents is known to have a huge impact on employee motivation. In a recent survey, more than half of customer support workers said they wanted more communication and feedback yet inconsistencies across large teams are common. One supervisor may have created their own coaching form, whereas another could simply…