Playing to Agents Strengths Over many years the role of the Contact Centre Agent has been evolving and now, more than ever before, having the...
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Health Check Time
Since COVID we've had more than our fair share of callouts for assistance in diagnosing contact centre performance. While, in our experience, we've always seen...
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IVR Design Mistakes
How do IVRs end up so horrible? It's hard to believe we're almost four decades on from the original Periphonics and IBM IVR solutions, yet...
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Great CX…
Ingredients to a genuinely good CX We get to work with many "technologists", delivering all sorts of solutions in and around the contact centre. Most...