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Displaying 3 of 3

Jan 19, 2024 | By Hellen Billingham

Why agent empowerment is key to achieving customer service excellence

Agent empowerment is vital to contact centre success. Empowered agents deliver better service, stay longer, and improve the customer experience.

Nov 20, 2023 | By Kate Nasser, The People Skills Coach™, Author, Leading Morale

Essential Leadership People Skills Steps for Excellent Agent Experience & Morale

How you treat the agents matters! Use the following six essential people skills steps to engage agents and make their daily work experience full of meaning and importance to the business.

Mar 24, 2023 | By Nerys Corfield

Customer service 2023: The view from the frontline

As with any economic downturn, the current situation will have positive and negative impacts on how organisations manage and deliver customer service. Taking a step back and looking at overall operations – and how technology supports them – is vital for making the right decisions moving forward.