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Displaying 4 of 4

Nov 27, 2023 | By Carl Townley-Taylor

Unlocking the real power of contact centre analytics

Effective contact centre analytics are vital to delivering efficient, high-quality customer service. However, customer service operations produce vast amounts of data. This covers everything from metrics on call length to more in-depth quality assessments of individual interactions...

Jun 25, 2021 | By Helen Billingham

8 ways technology can better support your agents

Apr 30, 2021 | By Helen Billingham

The importance of emotional intelligence in the contact centre

As we move forward with new hybrid ways of working, agents, managers and businesses will face fresh challenges. How can they successfully navigate these changes and deliver service that delights customers, while retaining and nurturing staff?

Dec 3, 2020 | By Helen Billingham

5 key contact centre for 2021