Text messaging is changing the way we communicate
By mGage Long ago, when streets still had pay phones, and every home had a landline, software programmer Neil Papworth sent the first text message. The date was December 3, 1992. Two decades later, around 23 billion SMS messages are sent daily around the world[1], both from person to person and through mobile engagement providers. In […]
DOWNLOAD: 2021 Talkdesk global contact centre KPI benchmarking report
By Talkdesk At Talkdesk, we know the importance of benchmarking in driving strategic business decisions. Featuring our proprietary data, the brand new Talkdesk KPI benchmarking report analyzes the impact of the turbulence of 2020 on contact centre performance across five operational metrics applicable to every industry. What you will learn: – The importance and benefits […]
INDUSTRY SPOTLIGHT: Stella Connect customer service feedback, coaching & QA
In an ultra-competitive market, how do brands deliver great customer experiences that set them apart from their competition? It all boils down to human touch. Today’s front-line teams have become a major driver of customer loyalty and retention. That’s why we’ve built a platform to help you empower your front-line team to deliver great exceptional […]
Empower Agents to Deliver Exceptional Experiences
By Medallia Create a motivated and engaged work-from-anywhere team that brings a human touch to every customer interaction. Get visibility into agent performance, identify coaching opportunities, and streamline your QA program with Stella Connect by Medallia. Start using the CX management tool your team actually likes, today. Click here to find out more.
Why text messaging should be part of your omnichannel customer service strategy
By mGage Americans spend about five hours a day on their phones, according to TechCrunch. Consumers expect customized and genuine engagement in real-time, across all communication channels. This trend toward personalized conversational messaging isn’t going away, particularly in the business world. As a result, SMS has become a popular platform among businesses for customer service. […]
WEBINAR: Employee engagement in a remote-work world
By Puzzel In this new world of hybrid working, contact centre leaders face a difficult challenge. How can you keep teams happy, connected and engaged, regardless of where they’re logging in? Join Puzzel’s webinar with guest speaker, Sandra Thompson for top tips on maintaining a strong company culture, keeping teams aligned, and supporting agents’ wellbeing. […]
The greatest awards programme in the customer contact industry is now open for nominations
In its 21st year, the European Contact Centre & Customer Service Awards (ECCCSAs) is the longest running and largest awards programme in the customer contact industry. The awards recognise organisations across Europe that are leading the way in delivering exceptional service to customers. You can nominate your teams or organisations until 16 July and the […]
Take the first-ever customer service speed test
By Freshworks Freshworks analyzed 107 million support interactions and it emerged that speed is the most important factor to improve customer satisfaction. However, measuring the speed of your customer service is not easy; metrics like ‘First Response Time’ and ‘Average Handle Time’ don’t provide an accurate representation of speed. We’ve identified 4 areas of customer […]
INDUSTRY SPOTLIGHT: Stella Connect
Stella Connect is the customer feedback and quality management platform built specifically for customer experience teams. Our intuitive platform makes it easy to harness agent-level customer feedback and deliver high impact coaching and QA programs, driving agent engagement and customer satisfaction. With our all-in-one solution, Stella Connect empowers service-lead organizations to create motivated and engaged […]
10 Free Contact Centre Homeworking Technology Health Checks To Be Won
What’s been your biggest contact centre work-from-home (WFH) technology challenge during lockdown? For many organisations, it’s been getting homeworkers connected to office comms and data systems. For others, it’s been data security and compliance. Other common technology challenges have involved recruitment and on-boarding, resource scheduling, communications and general management. What organisations have rapidly discovered […]