How to empower agents to improve customer service

Forget scripts. Contact centers can transform bad experiences into exceptional ones by granting agents the autonomy to redefine what’s possible in customer service. That’s because your agents are your brand ambassadors. They’re in the best possible place to build personal connections with customers and shape how people perceive your company. But in order for them…

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Best practices in managing BPO churn

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Navigating regulations in online gambling: a guide to customer interaction

October 2023 saw the Gambling Commission issue updated formal guidelines to remote gambling operators, bringing customer safety to the forefront. The new framework outlines how operators must take a more proactive approach to customer interaction, placing more responsibility on contact centers and quality assurance teams to consistently and compliantly safeguard their customers.  But what are…

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Make every interaction count with 100% analytics

What if you realized your contact center only analyzed 2% of customer interactions? You’d be rightly alarmed at the scale of those missed opportunities. Yet that’s the reality for most firms according to new research. The remaining 98% of conversations represent a goldmine of untapped customer intelligence. A sea of untapped information How much do…

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Why first contact fixes are key to customer loyalty

What do customers want when they contact your business?  They want their problems solved. They don’t want to wait. And they definitely don’t want to have to contact you again any time soon. But while first contact resolution (FCR) may seem like a basic fundamental, many companies are still failing to deliver, as our new…

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Why CX can’t afford to hang up on the voice channel

For years, we’ve heard the phone is going the way of the rotary dial. Yet despite the meteoric rise of digital, customers still crave a human voice for support. Why? Because customers value effectiveness over efficiency. And recent research reveals the voice channel remains the gold standard for problem-solving. In a sea of robotic chatbots…

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Voice: Its place in a multichannel world

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Ofgem imposes new customer service standards for energy suppliers

It’s no secret that the last 18 months have been extremely challenging for consumers. The cost-of-living crisis, post-pandemic recovery and soaring energy bills have all contributed to customers being more vulnerable and reliant on customer service. In response, Ofgem has completed a full review, engaging with businesses, consumers and energy suppliers alike to understand more…

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Agent Engagement Summit: On Demand

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How Many Call Center Agents do I Need?

The UK call center market is expanding rapidly and brought in roughly £2.5bn in revenue in 2022. Starting a call center can be extremely lucrative and there are plenty of opportunities to increase profitability and expand. That said, customer expectations have never been higher and there is fierce competition in the customer service sector. One…

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