Some love it, some hate it, and it has our agents juggling multiple customers at once.  Live chat divides conversation in...

The mind of a Contact Centre Manager is constantly whirring with ways to reduce agent workload whilst improving customer experience. An...

Probably, yes. If you’re responsible for a contact centre and find your advisors listlessly answering the same, simple, non-specific questions every...

Investing in new Contact Centre technology is essential - but if our customers struggle to use this technology, getting a return...

All of us have a brand voice, and in our experience the most successful companies have a single brand voice....

When analysing the performance of our IVRs we must remember to distinguish between the 2 very different types of abandonment: positive...

In our previous blog, The 5 Influencing Factors, we discussed the importance language has in encouraging different responses from customers.

Over the past decade new technology has driven new international markets – and a new culture. Customer service can be challenging...