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.
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