EBOOK DOWNLOAD: Unlocking the potential of your #1 asset – Your people
By Sabio Group Are you in danger of leaving your people behind? Despite the upheaval caused by Covid-19, the annual rate of attrition among UK contact centre advisors remained at around 15% to 20% in 2020. However, we are now starting to see a crisis in the industry, with attrition rates soaring. With the estimated […]
WEBINAR: A digital-first strategy for customer engagement
Thursday, Nov. 4, 10 a.m. BST | 11 a.m. CET Click Here To Register Customers are increasingly opting to engage digitally with the companies they do business with. This has as much to do with the continuing demographic shift to predominantly digitally native consumers as it does with changing communications preferences. In light of these […]
INDUSTRY SPOTLIGHT: Service advisor mental health and wellbeing
By Sabio Group Why it’s time to look inwards and unlock the potential of your number one asset in a post-Covid world – your contact centre staff. The growth of automation and self-service technology is helping organisations serve their customers in the way they want to engage. But have we stopped to consider the impact […]
Why CRM (still) fails
CRM is a core component of the operational toolkit – even SME adoption levels have now reached 79%, according to a recent survey from Workbooks. And yet, CRM success rates are still too low. For every business achieving phenomenal business transformation, another will have wasted resources and seen zero return. As a mature market, there […]
Reinventing failure demand to revitalise contact centres
By Suzette Meadows, Lead Consultant, Contact Centre/Unified Communications, Exponential-e Contact centres aren’t averse to a challenge. For years the familiar phone call has seen its role in customer service challenged by other modes of automated communication promising fast, first-time resolutions and tangible cost savings. The reality is that right now, many of these platforms lack […]
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. […]
