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…

Learn how AI can help elevate your QA today Download this white paper to learn:  AI for QA has the potential to drive widespread positive changes in contact centers – don’t get left behind. Download the white paper today!

In the dynamic world of customer service, contact centers are more than just communication hubs; they’re the vanguard of a brand’s reputation. As the digital age continues to shape and redefine customer expectations, the role of Quality Assurance (QA) in contact centers has never been more pivotal. But with demands on contact centers sky high,…

You’ll be in good company

AI has been a recurring topic in contact center conversations, particularly in Quality Assurance. But are we losing sight of what’s truly important? Quality Assurance isn’t just about ticking boxes and AI; it’s about setting standards, monitoring performance, providing feedback, and continuous improvement – all aimed at ensuring a consistently high level of customer service….

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…

Do your customers rage quit after contacting your company? Do calls turn into complaint fests? Does it take a marathon of contacts to get an issue resolved? If so, your first contact resolution rate could be sabotaging your customer experience. Every unresolved call or chat is a missed opportunity to create a customer evangelist. But…

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