Call centers play a vital part in the UK economy, with the industry’s revenue expected to reach £2.5 billion over the next five years. Call center agents assist customers across a wide range of sectors — from finance and healthcare to retail and DIY. They serve as a vital point of contact between companies and…

Call center quality management aims to monitor, evaluate, and improve the performance of call center agents. Maintaining excellent levels of call center quality is integral to delivering great customer service. Some 73% of businesses with exemplary customer service outperform their competitors, and 33% to 62% switch to a competitor if they have a poor experience….

In today’s competitive business landscape, exceptional customer service is crucial for success. Contact centres, whether focused on inbound or outbound calls, SMS, chat, email, or social interactions, play a critical role in delivering outstanding customer experiences. To achieve this, contact centre technologies are key. In this article, we’ll outline ten key contact centre technologies that…

The world of call centres is constantly evolving, and the call centre of the near future is poised to look vastly different from its predecessors. From relying solely on phone calls to utilising multiple communication channels, the evolution of technology has transformed the way businesses interact with their customers – and as these changes occur,…

Read our FCA Consumer Duty summary and learn how quality assurance teams in contact centres an help businesses comply with this new regulation.

Evaluate any conversation in seconds with just one press of the button with the world’s FIRST ChatGPT-powered Quality Management platform! For years, contact center software providers have promised to automate evaluations and improve efficiency in the Quality Management process, but many solutions still require costly and complex implementation processes resulting in the majority of contact…

Quality assurance is paramount when it comes to keeping both call centre agents and customers satisfied. It can be used to monitor how customers are responding to agents, as well as helping team leaders identify any agents in need of help. Essentially, quality assurance is the process of determining whether a product or service meets…

The combination of a time-strapped work week and the lingering effects of the Covid-19 pandemic has caused consumers to rely on call centres for support. Critically, this has placed them at the centre of all businesses’ customer care services. That’s why having a call centre agent who is an efficient call handler and is effective…

Improving your business’s bottom line is great – but improving it alongside exceptional customer service is even better. We are passionate about allowing you to offer great employee experiences which equate to great customer experiences. To enable this to happen, it’s really useful to use customer service metrics to keep track of what’s happening in…

We recently surveyed over 300 respondents to understand current behaviours and find out how organisations are planning on optimising the performance of their contact centres and their strategic priorities for the year ahead.