Best practices for the future contact centre

Contact centres are a crucial touchpoint in the customer journey, and the quality of experience delivered will go a long way to determining whether customers will stay loyal to a brand or turn to a competitor in future. Yet contact centres are fraught with challenges, at a staff level (where attrition rates are high), at a process level (with service metrics often proving counterproductive to agent performance), and at a technology level (with the rapid emergence of new channels adding greater complexity to agents’ jobs).

With this in mind, this content hub explores the tools, culture, processes and technologies that contact centres can implement to support their agents, and empower them to deliver a superior customer experience.