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Six Essential Soft Skills for Contact Centre Agents

Not just anyone can be a contact centre agent; it requires communication skills, trustworthiness, adaptability, emotional intelligence and drive. In this month’s blog, we’re breaking down how [...]

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How to Optimize the Physical Environment of Your Contact Centre

  It’s often overlooked, but one of the most important factors in an employee’s efficiency, productivity and overall morale is the physical space they work in. As remote workers begin to [...]

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How to Identify Different Customer Types And Optimize Their Experience

Identifying the types of buyers your business serves is crucial for boosting their experience and generating more sales. You need to know your clients like the back of your hand to effectively [...]

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How to Boost Agent Engagement in a Hybrid Contact Centre

Keeping employees motivated has always been a tough thing to do. Now that many companies have a large portion of their workforce working from home, it’s even tougher. As we begin to face a [...]

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How to Set Customer Expectations for Service Delivery

In our rapidly changing world where customers can leave online reviews or let all their followers know about their experience with your business in a matter of minutes, setting and managing [...]

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What Is Occupancy Rate & Why Does It Matter?

Occupancy rate is one of the most widely used metrics in contact centres – and for good reason. It gives you an idea of what your agents are doing on a day-to-day basis and how much time they [...]

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Everything You Need to Know About Average Speed of Answer (ASA)

Key Product Indicators (KPIs) are essential in any business. It can be tricky to apply metrics to customer satisfaction, however, Average Speed of Answer (ASA) is a great way to quantify how [...]

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What is Customer-Centricity? The Importance of a Customer-Oriented Business Approach

Customer-centricity is a term that’s thrown around a lot in the business world nowadays. If you ask any CEO whether their business is customer-centric, they will likely answer with a resounding [...]

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How to Improve Your Contact Centre in 2021

It’s a new year, so it’s a new opportunity to reflect on your contact centre and how effectively it’s operating. Last year brought a lot of unforeseen changes – in both our personal lives and in [...]

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Five New CX Trends for Contact Centers in 2021

Like many industries, contact centres underwent drastic transformations this year due to the coronavirus pandemic. Modern consumer behaviour and expectations became even more entrenched in [...]