In my first three “CX Training” blogs, I explained how cloud is the catalyst for better overall education in the contact centre because it promotes better, more effective new-hire curriculum and fosters better real-time coaching and continual development. In this last blog of the series, I dig deeper into how cloud better prepares teams for [...]

In my last “CX Training” blog, I explained how cloud-based contact centre and training technologies help brands better retain the loyalty of increasingly fickle customers because they enable an entirely new realm of new-hire training and coaching possibilities. Cloud-based apps also, however, drive an increasingly rich array of benefits for the real-time coaching and continual [...]

As the COVID-19 crisis accelerated the digital transformation timeline across the business world, one estimate suggests we collectively crammed 5.3 years of digital transformation activity into the first half of 2020. Contact centres grew more critical to business success as organisations relied on them to nurture customer relationships through fluctuating service levels and an evolving [...]

In my first blog of this “CX Training” series, I asserted that organisations still relying upon on-prem contact centre and training technologies will be ill-equipped to capture, nurture and retain the loyalty of today’s pandemic-weary consumers. Cloud-based contact centre and training apps, on the other hand, significantly enhance and expand what’s possible when it comes [...]

When the Enterprise Research Centre surveyed 1,000 companies across the UK, the results were enlightening and somewhat heartening.  While many firms saw their turnover fall by 42% and employment levels drop by 30%, others managed to grow despite COVID-19. Surprisingly a fifth (21%) of respondents saw positive impacts of the pandemic with 17% citing the [...]

One undeniable impact of COVID-19: impatient, exhausted and sometimes desperate consumers expect much more of the customer service teams with which they engage. And, if dissatisfied with the experience, they’re much more likely to promptly take their business elsewhere. That’s why many contact centre leaders consider agent training to be one of their top priorities [...]

As economies recover following the Coronavirus Pandemic cloud-based contact centres will become standard – that’s the verdict of over 300 contact centre professionals when asked about the future of their industry. Even before anyone had heard of COVID-19, the shift was happening but the acute pressures of managing virtualised home-working teams while meeting rising customer [...]

2020 was a time of great change for the contact centre. Agents began hosting their frontline communications with customers from home offices – fundamentally shifting how the workforce operates – and many companies finally recognised that new strategies were needed to their customers’ needs at the forefront. To better meet the challenges stemming from the [...]