If you work in a call centre, you know that every day is full of surprises. From hilarious moments to quite annoying ones. Whether it's a funny...
Contact & Call Centre (Hub)
Innovating The Customer Experience: Top Contact Centre Trends Shaping 2024
In this blog, you'll discover contact centre trends in 2024 that will shape your customers' experience. So grab a seat, and let's get started. But before we...
What is Shrinkage in a Call Centre And Effective Reduction Strategies
In this blog, we dive deep into what shrinkage in a call centre is and how you can calculate it. We also show you how you can resolve it. Let's go!...
What is Service Level in a Call Centre?
Service level is a key performance indicator (KPI) that shows the percentage of incoming calls an agent answers within a specific time limit. In other words,...
5 First-Call Resolution Tips to Make Your Customers Love ❤ You
In this blog, you'll unlock the secrets to providing superior customer service. We'll share invaluable expert-recommended tips to help you conquer the...
On-Premises vs Cloud-Based Contact Centre Software: What is The Difference, And Which Should You Use?
In this blog, we do an in-depth comparison of on-premises and cloud contact centre software. You’ll discover the pros and cons of each to help you evaluate...
13 Etiquettes For Call And Contact Centre Agents
After reading this article, you'll know the 13 call centre etiquettes you (as a call centre agent) or your team (as a head customer support) have to follow to...
24 Call Centre Automation to Improve Your Team Satisfaction And Customer Experience
Responding to many customer queries manually can take time and effort. Your team will get fatigued, and unhappy call centre agents make unhappy customers....
What Are Advanced Contact / Call Centre Technologies?
GlobeNewswire projects that customer experience management will be worth $497 billion in 2027. That's a considerable amount of money to be spent on making...