4 Tips for Improving Service Quality to Drive Down Call Volumes

With the rapid rise of new communication technology, some may believe that voice is quickly losing its ground as the number one go-to channel for customers. Whether they’re looking to make a purchase or solve an issue, customers now have the freedom and the technology to contact businesses w...
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Quick Tips for Maximising the Efficiency of Your Multi-Channel Contact Centre

Social media, SMS, web chat, telephony – these are all integrated in a multi-channel contact centre to provide a complete customer experience.
Unfortunately, not all organisations are able to create a satisfactory end-to-end CX. Driving cost reduction, maintaining optimum agent productivity, and ...
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Reducing Contact Centre Employee Attrition: Top Tips to Keep in Mind

Employee attrition refers to the reduction of a workforce’s size when personnel are lost through retirement or resignation. Calculating the rate of employee attrition allows contact centres to determine the percentage of employees that leave the organisation over a certain time period.
Whether e...
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Quintessential Guide for Successful Gamification in the Contact Centre

A lot of good can come out of applying gamification techniques in a contact centre’s day-to-day activities. Aside from driving employee engagement and boosting morale, gamified processes can be used to measure and enhance productivity.
A multi-channel contact centre that uses gamification d...
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Empowering Contact Centre Agents with Gamification

Employee engagement is one of the biggest challenges faced by today’s contact centres. Keeping agents motivated and committed to organisational values and goals has always been instrumental in building a productive workforce, but a number of organisations fail to put enough focus on it.
Of c...
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Strategising for a Complete Multi-Channel Contact Centre

With multiple channels and constantly evolving processes, today’s contact centres are more complex than ever and – to the uninitiated – intimidating to some extent. Adding to their increasing complexity are the countless new obstacles they must identify and address, while keeping costs to a minim...
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Boost Your Social Media Presence - Infographic

 
 
Coping up with the fast changing online business landscape is not easy. And, maybe you and I share the same stories of struggles, hardships and success.
The modern arena of business competition throw us all in a battle called “Social Media” and “Online ...
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7 Guaranteed Ways to Boost Your Social Media Presence

Nowadays, very few can compare to what social media can do when it comes to generating leads.
However, for it to become an efficient lead generating machine, you need to build a solid following first.
How do you pull off a task as challenging?
Below are foolproof ways to get you off to a good...
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6 Most Lucrative Niches for Blogging

The introduction of the internet has given passionate writers a good venue to express themselves, share their knowledge and earn money at the same time.
With blogging gaining popularity at a feverish rate, it’s no surprise many would want to join this fun and income-generating bandwagon.
Most b...
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Choosing a Multi-Channel Software: Mistakes Contact Centres Must Avoid

The number of contact centres that use multi-channel software to provide customer service is rapidly increasing. This spells good news for companies that want to ensure the best possible experience to their customers across many channels.
Unfortunately, not all centres succeed in developing an...
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Increasing Revenue Significantly Through The Power of Content Marketing

Increasing revenue is a goal most businesses share.
While there are numerous ways to boost profit, content marketing might be just what your business needs in today’s highly connected world.
Content marketing packages can help increase profitability remarkably by:


Luring in new customers


If ...
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Top 10 Essential Elements Successful Blog Posts Share

There’s more to great blogs than meets the eye.
Content that’s powerful, engaging and shareworthy share a lot of common elements.
What do compelling blogs have in common?

Imaginative headline

More often than not, readers click on titles they find intriguing and interesting.
With that in mind, ...
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Transitioning to a Service-to-Sales Contact Centre: Top Practices to Keep in Mind

For decades, service-oriented call centres have been handling customer complaints, requests and issues for companies across the world.
But now, many organisations are realising that blending service and sales will be beneficial for customers and their organisation.
However, the transition can be...
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Types of Virtual Assistants Who Can Help Your Business Grow

The term virtual assistant has become more than just a buzzword, and with good reason. With all the benefits it has to offer, it’s not surprising it has earned quite a following over the years.
The birth of the internet has made it possible for entrepreneurs to efficiently delegate tasks to v...
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Creating Powerful and Persuasive Content: 7 Infallible Hacks

If you create content that’s more ‘sell than tell’ , then you are doing it wrong.
If that is the approach you will adopt, then more often than not, you will end up with a repelling content as opposed to a compelling one.
When creating your content, it pays to always keep your customers in mind....
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What are the Elements of a Successful Multi-Channel Strategy?

Managing customer experience has become more complex with the rise of numerous channels of communication.
Now that every consumer expects a consistent experience across multiple platforms, more businesses are deciding to work with a multi-channel contact centre.
However, because of the lack of a...
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What Makes ‘Great Content’ Great? 4 Key Elements to Consider

‘Content is king’.
Undoubtedly, the abovementioned adage ranks high in the list of major web marketing cliches of all time.
How exactly do you go about creating great content people will rave about?
While there is an infinite number of ways to create powerful content, below are key con...
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