AGENT COACHING MONTH: Meet your KPIs with data-driven insights
Agent coaching and monitoring is critical to delivering exceptional customer experiences, improving employee performance, and driving business success. Effective coaching
Agent coaching and monitoring is critical to delivering exceptional customer experiences, improving employee performance, and driving business success. Effective coaching
40% of all customer service issues will be fully resolved by unofficial third-party tools powered by GenAI by 2027, with
We have a wide selection of online courses tailored specifically for the contact centre sector, enabling you to both amass
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
Customer Relationship Management (CRM) systems are indispensable for contact centres and customer care teams, as businesses strive to deliver personalised,
Sixty percent of Gen Z craves the speed and convenience of AI-powered customer service, but still prefer human interaction for
The European Contact Centre and Customer Service Awards (ECCCSA) 2024 have celebrated excellence across the customer service and contact centre
Registration is now open for the Contact Centre & Customer Services Summit, which provides the best experience for industry professionals looking to
Improved efficiency and personalised support experiences are driving increased consumer acceptance and satisfaction of AI in customer service interactions. That’s
New research has revealed high levels of agent satisfaction and work-life balance among contact centre employees, alongside clear opportunities to improve in areas such as
By CCMA In today’s world, contact centres are more than just support hubs—they are the primary connection between customers and
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
New research has pegged the European contact centre as a service (CCaaS) market at $1.79 billion in 2024, with CARG
Display board solutions have become an integral tool for managing and enhancing productivity in contact centres. As contact centres handle
Success in ecommerce and retail today hinges on consumer convenience. It is fast becoming a powerful tool in the e-commerce
