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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