• 5 Ways Twitter is Transforming Customer Service

    Social media platforms dominate the customer service sphere these days, serving as ideal channels for real-time service. However, of all social media channels, none seems to be as conversation-centric and fast-paced as Twitter. Unlike other platforms, Twitter most closely resembles traditional chat but bears additional features which have made it so popular and effective for customer service: hashtags for...

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  • Workforce Optimization: A Winning Strategy for Brand Success

    While employees are the critical backbone of every company, customer service agents are the human connection between a brand and its customers. Entrusted with delivering excellent service and serving as brand representatives, customer service agents bear the important task of giving brands an authentic, empathetic voice with great skill and professionalism. Given the demanding pace of contact center life,...

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  • Personalized Customer Service Wins Customer Loyalty

    In our modern age of digital customer service, customers may engage with brands in more ways than ever before—and at a much faster pace. Omnichannel strategy and the growing presence of self-service options have certainly helped streamline customer service practices, but a question still remains: Will customer service eventually lose the human touch? Many studies show that there’s great...

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  • SaaS, Premised Based, Rental or Hybrid – Which Contact Centre do you need?

    Last week I met up with an old friend I haven’t seen in a couple of years. After the initial banter was out of the way, including families, football and friends, he said he had a question for me. “My company needs a new Contact Centre, you’re the expert, what do we need?” Wow, what a question! I told...

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  • Helping Customers Help Themselves: The Benefits of Self-Service

    Delivering excellent customer service has increasingly become a complex notion in our modern times. Customers have many channels through which to engage with brands, but this can be overwhelming and even harmful to business when omnichannel practices are not optimized for a great experience. Some customers may prefer speaking to a live agent for the reassurance of getting a...

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  • So what is your Contact Centre New Years Resolution ?

    As we say goodbye to 2015, and hello to 2016 we all make those New Years resolutions. Why not do the same thing for your Contact Centre? Contact Centres have ridden the recession and we’ve come out of the other side stronger, but has your technology stood still or moved with the times? Have you upgraded, renewed, or even...

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  • How Do You Define Excellent Customer Service?

    Customers are at the heart of any company’s success, yet often they are not made a priority. Accenture reports that 66% of customers switch brands due to poor service, while Insight Squared found that a stunning $41 billion is lost by U.S.-based companies every year due to poor customer service. What makes such a figure truly dismal is the...

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  • How to Measure First Call Resolution

    Contact center agents handle a high volume of customer service interactions on any given day, making efficiency a challenge. Many contact centers place a great emphasis on first call or contact resolution, also known as FCR, demanding that agents do all they can to resolve cases quickly. The trouble is that all too often, the quality of the customer...

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  • 5 Tips for Employee Engagement in the Contact Center

    Contact center agents are on the front lines of customer service, serving as brand experts and customers’ trusted human connection to a company all at once. Given the demanding rhythm of contact centers, agents run the risk of feeling overwhelmed or burned out. Customer service aside, many companies across various industries are nowadays embracing an employee engagement approach, finding...

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