Contact centres are data gold mines. Here’s how to make sure you’re harnessing that data’s full potential to optimise customer experience and operational efficiency.
As you adopt a ‘hybrid’ digital-traditional approach to customer service, track these 6 metrics to get a holistic idea of performance – and drive meaningful improvement.
To ensure customer service staff are happy and productive, you need to foster a collaborative approach between digital and offline teams. Here’s how.
Customer effort is one of the most important measures you can use to understand customer experience performance. Here are 3 easy ways to reduce it.
Learn 3 ways you can use technology to support contact centre agents and foster a better work environment – while boosting customer satisfaction.
Learn how local governments can use tech to streamline revenue collection while better supporting vulnerable residents and constituents.
