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The last few years have seen a huge shift towards remote contact centers. While there are plenty of benefits for companies and employees alike to enjoy, a remote workforce can be a double-edged sword.  Communication doesn’t happen as organically, visibility is significantly reduced and it’s more difficult to gauge who’s excelling and who’s struggling. But…

It’s beginning to look a lot like… predictions season! With customer expectations shifting, technology advancing and contact centers in high demand, there’s a lot to consider for 2024. Whether it’s ever-evolving tech stacks, or a renewed focus on agent wellbeing, contact centers will have their work cut out for them if they want to ensure…

It’s a fast-paced world out there for gambling operators. Not only is there plenty of competition, but there’s a raft of strict regulations to ensure you’re acting responsibly for your customers.   Since agents are at the forefront of customer interactions, their engagement with and knowledge of the rules is not only important for success, but…

In the dynamic world of contact centers, innovation is crucial – and one such innovation making a significant impact is gamification. By integrating game design elements into everyday tasks, gamification transforms agent engagement and productivity, ultimately enhancing the customer experience.   A landscape of stress and burnout  Contact centers grapple with challenges such as high turnover…

In the dynamic world of customer service, contact centers play a pivotal role in delivering exceptional experiences to customers. However, the high-pressure nature of the job can sometimes lead to burnout and decreased morale among agents. This can result in a chain reaction with far-reaching consequences: impacting customer interactions, escalating agent turnover rates, and amplifying…

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…

At our recent Agent Engagement Summit, people from all over the world gathered to hear expertise from some of the world’s leading minds on contact center trends, technology and tactics. Backed by data, the keynote speakers shared their insights to help tackle some of the big challenges facing the industry today – here are some…

You’ll be in good company

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…