Search Results for: contact centre management

Transform call centre performance with these 6 real-time use cases 

The real-time revolution is here. And Contact Centre as a Service (CCaaS) is poised to take advantage to provide immense value for contact centres. Gone are the days of waiting for end-of-day analysis to improve customer experiences, for missing conversation triggers to transfer customers over to a manager, or routing...

Are your workforce management processes digital ready? 

In today’s digital world, the old ways of managing a contact centre workforce no longer suffice. With customers demanding—and receiving—multiple ways to interact with their service providers, contact centres have started to rethink the concept of what work is and how it is assigned. But even as contact centres embrace digital...

Which changes need to be enacted to protect the wellbeing of call centre agents?

Call centres are at the heart of many large organisations. But its employees are under an increasing level of pressure to meet the rising demands of customers.  How can customer service agents ensure they are looking after their mental health? What...

How is the rising cost of living impacting customer contact demand?

Almost one in every two people (48%) report declining confidence in their ability to pay their bills and make ends meet, and more than 53% say they have had to delay a bill payment in the past 12 months. The rise in vulnerability,...

How call centre agents can improve their mental health and wellbeing

Call centres are at the heart of many large organisations. Its employees are under an increasing level of pressure to meet the rising demands of customers. How can customer service agents ensure they are looking after their mental health? What...

How Zoom’s new omnichannel contact centre will set a new standard in CX 

Zoom has become a staple for many businesses, and here at CXM, it is no different. Therefore, when we received the news that last week, Zoom Video Communications, Inc.  announced Zoom Contact Centre, we got intrigued. Will their approach to...

What does Talkdesk’s 2021 global contact centre report have to teach us about benchmarking? 

Talkdesk released a report about their KPI and benchmarks in 2021. The information looks at the performance metrics of five contact centres with a sample size of 2 200+ customers from North America, Oceania, South America, Europe, Africa and Asia....

What is customer journey management?

After exploring the topic of the customer value journey, it’s time to take into account the process of measuring, tracking, and optimising the provided experiences. Customer journey management is an approach to delivering seamless experiences to your customers across all...

Calabrio guide: Building next-generation workforce management

As the next-generation workforce management (WFM) challenges continue to arise and evolve in this turbulent time, new solutions are required for better results and long-term value. Contact centre leaders are undergoing constant pressure to maintain service levels and drive efficiency while...

The Changing Face of the Contact Centre

The COVID-19 crisis has completely changed the contact centre industry, with more customer service agents than ever working from home.  Going forward, if we are to establish effective post-COVID customer service, we will need to ensure that the contact centre lies at the heart of a company’s digital transformation strategy. ​Therefore, it’s important that...