Blogs

Without innovation, there is nothing new. Without anything new, there is no progress. An increasing trend in customer expectations means new ideas, devices and methods must be created to accommodate these changes. The focus should not be on optimising existing technologies, but instead creating

I have been working from home for the best part of the last seven years. It brings a lot of great things like flexibility and work-life balance (I prefer work-life integration) benefits, but it can take a little getting used to. I’ve spoken to many businesses that are transitioning to a work

Customer expectations are rapidly evolving as technology advances, especially with the introduction of bots and automation. In 2020, customers want and demand a full-service customer experience. They want more than just their questions answered or problem solved; they want you to know them

With the growing landscape of customer channels to support, and ever decreasing budgets – operational leaders are faced with the increasing pressure to do more with less resources (or at the very least, the same). This fact drives many businesses to explore the option of outsourcing or

Emotional Intelligence is defined as: “The capacity to be aware of, control, and express one's emotions, and to handle interpersonal relationships judiciously and empathetically.” (Oxford Dictionary) In an increasingly technology driven and digital age, where many customers will seek out

Have you got your best David Attenborough voice on? OK good – now you can begin to read this article… The Rainforest The Amazon rainforest is a delicate ecosystem sprawled across approximately 40% of the South American continent. Home to a diverse range of insects, animals, and plant life,

If there’s one lesson I’ve learnt in my time in the contact centre industry, it’s that what gets measured gets done. Contact centres that regularly measure their performance against their target metrics are the ones who reach their goals. And because what gets measured gets done, there’s a

In the age of disruption and the age of the customer, change is a necessary activity for any organisation. If your business is striving to offer relevant, competitive, customer-centred services, change initiatives and projects must become a part of your organisational life. But if you want

If you work in a contact centre environment, you’re probably familiar with a range of customer experience-related metrics, each with a fancier name than the last. These customer experience metrics measure a variety of different elements that contribute to the customer’s overall experience. But

Whether you like it or not, in today’s disrupted economy, the business world has entered a new age. The “age of the customer”. In the age of the customer, consumers have the power. The traditional giants (you know who I’m talking about…) no longer hold sway like they once did. Instead,