Blog Archives

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14 November 2023

How an Identity Layer Connects Your Contact Centre for Seamless Experiences

Providing seamless, personalised customer experiences is crucial for contact centres today. However, siloed systems and…

Sandra Haworth

Blog

13 November 2023

Beyond Metrics: The Art of Measuring Agent Experience in Contact Centres

It's easy to get caught up in the numbers game in contact centres. When it…

Sandra Haworth

Blog

9 November 2023

Mastering the Art of Leading a World-Class UK Contact Centre Team

Managing a successful contact centre requires mastering many complex responsibilities. From strategic planning to day-to-day…

Sandra Haworth

Blog

8 November 2023

Connecting Contact Centre Dots with a Data-Driven Approach

The contact centre, your gateway to customer interactions, holds the power to transform service inquiries…

Sandra Haworth

Blog

8 November 2023

Crafting Seamless Omni-Channel Customer Journeys for the Modern Consumer

Creating seamless customer journeys across channels is no longer just an aspiration – it's a…

Sandra Haworth

Blog

7 November 2023

A Guide to Intelligent Authentication in Contact Centres

Safeguarding customer data while providing seamless customer experience and service has become a balancing act…

Sandra Haworth

Blog

2 November 2023

The Power of Omni-Channel Analytics: Transforming Your Customer Experience

Do you remember the last time you tried to resolve an issue with a business…

Sandra Haworth

Blog

30 October 2023

Best Practice Tips to Improve First Call Resolution (FCR)

When you call a customer service line with a pressing issue, you seek swift assistance,…

Sandra Haworth

Secure Digital Payments A Look into the Future

Blog

25 October 2023

Secure Digital Payments: A Look into the Future

Imagine a world where physical money is a thing of the past, and making payments…

Sandra Haworth

Blog

24 October 2023

4 Simple Steps to Merge AI and Agent Engagement to Boost Agent Satisfaction

Agent attrition is a massive pain point for contact centres, with annual turnover exceeding 30%…

Sandra Haworth

Blog

How an Identity Layer Connects Your Contact Centre for Seamless Experiences

Beyond Metrics: The Art of Measuring Agent Experience in Contact Centres

Mastering the Art of Leading a World-Class UK Contact Centre Team

Connecting Contact Centre Dots with a Data-Driven Approach

Crafting Seamless Omni-Channel Customer Journeys for the Modern Consumer

A Guide to Intelligent Authentication in Contact Centres

The Power of Omni-Channel Analytics: Transforming Your Customer Experience

Best Practice Tips to Improve First Call Resolution (FCR)

Secure Digital Payments: A Look into the Future

4 Simple Steps to Merge AI and Agent Engagement to Boost Agent Satisfaction

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