If your people are your most valuable asset, then giving them the software they need to do their jobs well should be an..
In our fast-paced world, first impressions matter and they have a big impact when dealing with customers. You only have one..
Every call centre has a different mission. Most fall into two categories, those that are focused on sales or lead generation,..
The customer experience (CX) has become a centralised focus on creating a reputable and memorable brand and this especially..
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The life of a call centre manager can be challenging. You’ve got an entire team of people who must perform well under pressure..
Every customer service contact centre has the same message for callers: “For quality and training purposes, this call may be..
In parts one and two of this series, we’ve looked at Soft Skills as a Predictor of Call Centre Agent Performance and Assessing..
To be successful in a call centre environment, agents must be able to deal with a high volume of frequently angry customers...