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UK Jul 30, 2021 | By Helen Billingham
Understanding The Factors Driving Channel Choice In Customer Service

Consumers now have an ever-widening range of channels for interacting with companies. Getting the right balance has to start by understanding your customers. How, why and when do they want to engage with your business?

USA Jul 29, 2021 | By LarryE
Mitigate Agent, Customer, Operational and Regulatory Risk

Using the right approach will enable your organization to mitigate risk, deliver better service, protect customers and agents, and ensure that all customer contacts result in positive outcomes.

UK Jul 23, 2021 | By Helen Billingham
Why Managing Customer Emotions Is Even More Important Than You Think
UK Jul 16, 2021 | By Helen Billingham
Your Questions Answered: Moving Your Contact Centre to the Cloud

Cloud solutions are now mature. That means moving some or all of your systems is now a much more streamlined process, with minimal disruption and risk.

USA Jul 7, 2021 | By LarryE
AI-Enabled Agent Assessment

Contact Center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. While expectations are that all agents will adhere to call scripts, manage conflicts, and comply with regulations while treating customers with empathy. How do you make sure?

UK Jul 2, 2021 | By Helen Billingham
Getting ready for clearing customer service with the cloud
UK Jul 1, 2021 | By Helen Billingham
The future of customer service for housing associations
UK Jun 25, 2021 | By Helen Billingham
8 ways technology can better support your agents
USA Jun 24, 2021 | By LarryE
Video – See What You’ve Been Hearing

Integrating video will accelerate the transformation of your contact center into a powerful revenue generator.

UK Jun 18, 2021 | By Helen Billingham
Designing the day

Improve your team’s performance by design. Morris Pentel look at the future of hybrid experience – what can we start to improve today?

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