I sometimes ask myself why I didn’t become a meteorologist. Think about it: in what other role can you be incorrect so frequently and still have a job? It’s not like anyone can blame the meteorologist or point their finger at them when they’re wrong. It is, after all, the weather. “Predicting the location and [...]

As a contact centre leader, you’ve likely been asked at some point how your department uses “the cloud.” And, while most contact centres do leverage one or more cloud-based applications, many leaders still are wary of its use. After all, its very name is nebulous, and even some technical people remain uncertain exactly how this […]

Think of workforce management (WFM) as a cockpit with instruments, indicating how your flight or – in this context – “business” is going. Without WFM, you’re practically flying in the dark - if not blindly so! Where are you headed exactly? What’s going on? What should you do? What decisions should be made? Tremendous development [...]

Have you made your New Year resolutions yet? As I thought about my own, I also thought about the top things contact centres could do to improve in the coming year. As a result, here’s my take on the top five contact centre resolutions for 2018. 1. Put your agents first. Research shows today’s contact […]

CMOs agree that customer retention is one of the most critical measures of a brand’s health. So why do less than half of senior leaders believe their customer experience is “satisfactory or better?” Understanding the customer has always been critical for business growth, but the evolution of customer expectations and increased cost of losing a […]

The nature of the buyer journey is changing. As digital communication channels continue to emerge, brands need new ways to make personal connections with customers. Contact centre agents make up the front line of personalised communication, and marketers should recognise and encourage their role in the new customer experience. According to our recent survey, “The […]

Olle Düring looks back at an exciting year with a round-up of the 7 hottest topics affecting customers and contact centres. Things are looking up for WFM in contact centres if the bold statement by DMG Consulting is anything to go by. President Donna Fluss says that “after more than 20 years of little innovation, [...]

Every day, contact centre agents act as brand ambassadors during their hundreds, if not thousands, of customer interactions.  As customers embrace self-service options, the majority of routine questions are funneled off, leaving agents to handle increasingly more complex customer inquiries. The growth in self-service hasn’t decreased the call volume; in fact, we found just the […]