Contact centres

Contact centres

25th Mar 2020

Service teams may lack tech/skills for remote work

by

remote working

Contact centres

19th Mar 2020

COVID-19 causing travel sector service backlash

by

Plane

Contact centres

17th Mar 2020

How embeddedness helps staff with customer stress

by

Customer stress

Contact centres

25th Feb 2020

Contact centre economics and the cloud

by

Fist money

Contact centres

20th Feb 2020

Mastering customer service digitisation

by

Contact centres

3rd Mar 2020

Top 8 challenges for small/mid size call centres

by

Michelle Boisvert

Self-service

3rd Mar 2020

Find the balance of live agents & self-service

by

Contact centres

10th Mar 2020

The evolution of analytics in the contact centre

by

Peter Dorrington

Call centre evolution analytics

Contact centres

19th Feb 2020

Final call for entries for Contact Centre Awards

by

CCMA (Call Centre Management Association)

Contact centres

17th Feb 2020

S2 Ep3: What will customer service look like 2030?

2030

Contact centres

11th Feb 2020

Can the gig economy save service and the climate?

by

Gig economy earth

Contact centres

16th Jan 2020

Service's big opportunity is also its main threat

by

Robot

Contact centres

31st Dec 2019

Sponsored

9 ways call centre data can improve engagement

by

Guest Contributor

Data analytics

Employee engagement

13th Dec 2019

Why tools & tech CAN tackle employee engagement

by

Contact centres

12th Dec 2019

2019: Customer service trends in the age of rage

by

Age of rage

Contact centres

4th Dec 2019

Blend humans & automation for positive disruption

by

Neil Russell-Smith

Contact centres

29th Nov 2019

Service teams bemoan CX impact of bad tech

by

Overloaded CX technology

Contact centres

17th Dec 2019

Does your chatbot speak in its native tongue?

by

Nastasya Savina

Chatbot

Contact centres

21st Nov 2019

How agents can stay relevant during digitalisation

by

Contact centres

12th Nov 2019

Firms fear service staff skill shortages for 2020

by

Customer service skills

Contact centres

1st Nov 2019

Quitting sex preferable to calling service - study

by

Contact centres

22nd Oct 2019

Foul-mouthed phonecalls harming agent morale

by

Contact centres

26th Nov 2019

Infographic: The CX trends impacting call centres

by

Crystal ball

Contact centres

7th Oct 2019

Frustrated service agents call for chatbot support

by

Robot

Contact centres

10th Oct 2019

How to introduce agent self-scoring evaluations

by

Agent self-scoring

Contact centres

11th Jul 2019

ECCCSAs close 12 July: It takes 1 hour to enter

by

CCMA (Call Centre Management Association)

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