Truth: No, you don’t. This is a common misconception we see contact center leaders get tied up in time and again. The rise of digital channels certainly can be a good thing, but there are other areas you need to focus your budget, training and resource on too. In fact, we’re even running a masterclass…

Today’s contact centers are rich with data – actually, sometimes a little too much of it. Are your best insights lost in spreadsheets? Or are you drowning in data created by your platform? CCMA’s latest research ‘Using contact centre insights to elevate CX and EX’, supported by evaluagent, is here to help you get on…

You’ll be in good company

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…

You’ll be in good company

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…

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…

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…

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…

You’ll be in good company