Home - contact-centres.com
Measuring & Improving Contact Centre Agent Well-being. 1 October 2024. Contact- Centres. In the modern contact centre, agent wellbeing is no longer just a priority; it’s essential for success. Happy,….
How DE&I & Technology is Reshaping the Contact Centre
Sep 24, 2024 · Cirrus is a leading provider of contact centre as-a-service (CCaaS) solutions, delivering innovative and scalable technology to help businesses enhance customer experiences. Founded in 2013, Cirrus integrates communications across voice, video, email, messaging, and social media, offering a comprehensive and flexible solution for contact centres.
Contact Centre Management: What It Is and 7 Best Practices
Apr 19, 2022 · Call centre management best practices. 1. Hire the Best Employees. It’s a no-brainer but super important: hire the best employees. Working at the service level requires more than just basic communication skills. You’ve got to make sure you screen all prospective employees, assessing their level of customer care, memory, articulation ...
The Future of the Contact Centre is Right Here Right Now
Mar 10, 2022 · The future of the contact centre is here, and it’s innovative, expert-driven, and thriving. But signs weren’t always indicating that things would be this way. In fact, before the start of the pandemic, experts were forecasting the coming decline of the contact centre. No one could have predicted how shifts related to COVID-19 would shut ...
FourNet Summit: Enhanced CX & Stronger Cybersecurity Top …
12 hours ago · FourNet’s annual Digital Transformation Summit has heard that the main priorities for organisations over the next 12 months are improving customer experience (CX) (26%) and strengthening cybersecurity (17%). Increasing operational efficiency (12%) and reducing operational costs (11%) were also among the key priorities for most organisations ...
11 Customer Service Trends to Delight Customers
Jan 29, 2024 · Stale scones and lukewarm tea – that’s what often passes for customer service these days. But for those of us in the UK retail space committed to delighting customers, 2024 has baked up some tasty trends we can serve up to take customer care to the next level.
Taking the Pressure Off Contact Centre Agents with Smarter Tech
1 day ago · Founded in 2013, Cirrus integrates communications across voice, video, email, messaging, and social media, offering a comprehensive and flexible solution for contact centres. With a strong focus on partner and customer success, Cirrus has built a reputation for excellence and remains dedicated to driving innovation in the contact centre industry.
Predicting the Seven Future Trends for Contact Centres
Jan 26, 2021 · Predicting the Unpredictable: Seven Future Trends for Contact Centres – Darren Rushworth, President of NICE Asia Pacific. A significant number of industries and organisations experienced major business disruption over the course of 2020. Government lockdowns and restrictions interrupted supply chains, forced the closure of some companies and ...
The 2022 Contact Centre Trifecta of Pain: Rising Attrition Rates
Sep 21, 2022 · Then, frontline contact centre attrition rates started increasing at an astonishing rate, from a baseline average of 30 to 45% to a new high of up to 65% or even 80% across some verticals. These higher contact centre turnover rates are coming at a steep price for many types of employers. In response to rising contact centre attrition rates ...
Contact Centre Research Industry at Turning Point
Mar 4, 2021 · Evolution of the Contact Centre research reveals an industry at a turning point – Latest research from the CCMA (Call Centre Management Association) reveals the contact centre industry is undergoing profound and rapid transformation.The CCMA’s Evolution of the Contact Centre research initiative with Puzzel, a leading Contact Centre as a Service (CCaaS) provider, has been documenting this ...