Make Every Day “Game Day” in Your Contact Centre

Modern contact centres use gaming science and psychology to increase agent productivity while reinforcing positive behaviours. This “gamification” incents and recognises agents, motivating them to meet or exceed expectations by completing specific objectives and outpacing their peers. But gamification’s ultimate goal is a customer-oriented one: superior experiences that result in more satisfied and longer-term customers. […]

The Year of Customer Experience Through a Year of Blog Posts

As we reflect on the past year, it’s clear that employee engagement and customer experience reigned supreme. With customer expectations on the rise, companies scrambled to develop customer journeys that stood apart from the competition. We also discovered the importance of human nature in customer loyalty, with 74 percent of customers stating they are more loyal [...]

5 Goals to Improve Call Centre Performance

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 […]

Is Your Contact Centre Doing Enough to Retain Customers? [Infographic]

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 […]