Create a brilliant customer experience with immediate, helpful customer service at every level.
Meaningful connection is becoming increasingly important as businesses move online to meet the demand of millions of new digital customers. The contact centre has never been more central to delivering an outstanding and seamless customer experience, but how are contact centre agents coping with this sudden shift? For the first time, our global research asks contact centre agents about their experiences so that we can help businesses move past survival to a thriving future.
Our new research delves into the changing behaviours and needs of today’s customer and contact centre agents and how they are adapting to our more digital way of life.Download whitepaper
Our research looks at changing consumer behaviour and how handling complex conversations under pressure has affected agents.Read more
AI promises to enhance the customer contact experience, but some organisations struggle to make the most of the technologies.Read more
Balancing productivity and wellbeing in a remote contact centre brings challenges around working practices, agent engagement and collaboration tools.Read more