AI - how will it replace contact centre agents? What kind of tasks will it handle? Can you leave it unattended to interact with your customers?
Experts tell us that embracing digital potential is a top priority for brands today. In order to survive, organisation need to be flexible and focused.
Complaints about nuisance calls are up 12.5% and they’re making it difficult for normal businesses to reach their customers. How can you make sure they answer?
Cloud-based solutions in the Public Sector: what are the key drivers for moving your services to the Cloud? We discuss the top 4 top issues.
Transforming your contact centre doesn’t happen overnight, it happens in phases. To support your journey, we suggest three stages to help you reach your goals.
You manage a whole team of agents as well as other demands on your time. Making sure every individual gets the appropriate training on every process is tricky.
Top universities cut waiting times and answer more calls by using Netcall solutions during Clearing. Discover how they did it.
Put yourself in your customer’s shoes. Where do they have a high-effort experience? Making it easy for customers to communicate with you will ensure you keep them.
Your contact centre is at the heart of your customer’s experience, and it’s essential to match their expectations as well as improving agent productivity.
As a contact centre manager you may have matched types of transaction to specific channels but now you need to understand the true cost-to-serve by transaction.
If you’re one of the many organisation shifting to an omnichannel approach, you may be asking yourself what should the focus be; technology, people or processes?
Finding the most suitable channel for each interaction may seem like a daunting task, but understanding channel preferences will be well worth the effort.
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