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WEBContact Centre Report: The CallMiner CX Landscape Report 2024. 10 September 2024. Contact- Centres. Over the last two years, organisations have been quick to implement AI (sometimes at the expense of cost…. Contact Centre News and Information from the UK Contact Centre Industry. The go to website for all contact centre professionals.
Measuring & Improving Contact Centre Agent Well-being
WEB2 days ago · A centralised solution means your agents can focus on what matters: delivering great customer service. Measuring agent well-being: key metrics. Improving agent wellbeing starts with understanding how your team feels and where support is needed. Gathering direct feedback through regular surveys, one-on-one check-ins, and keeping communication ...
Keeping Remote Contact Centre Agents Engaged in an era of …
WEB3 days ago · 1 October 2024. Contact- Centres. Keeping remote contact centre agents engaged in an era of ‘employee drift’. Remote working models are quickly becoming the norm for contact centres, and for good reason. Cloud-based centres are cheaper to run, and enjoy less downtime than on-premises organisations. This new working model is …
The Future of the Contact Centre is Right Here Right Now
WEBMar 10, 2022 · As this virtual contact centre of the future starts to evolve, and optimize, we’re going to see gains in productivity of 10 to even 20%, resulting from this more flexible workforce. This new agile model will be more challenging to manage, but the winners are going to be those that can really get that right.
2024: A Year of Experimentation in the Contact Centre Industry
WEBJan 17, 2024 · Cloud CCaaS Migrations Will Continue to Slow – But Not Forever. While the cloud has been a buzzword in the contact centre industry for some time, we’re witnessing a slowdown in Cloud Contact Center as a Service (CCaaS) migrations which I think will continue in 2024.
The 2022 Contact Centre Trifecta of Pain: Rising Attrition Rates
WEBSep 21, 2022 · Then, frontline contact centre attrition rates started increasing at an astonishing rate, from a baseline average of 30 to 45% to a new high of up to 65% or even 80% across some verticals. These higher contact centre turnover rates are coming at a steep price for many types of employers. In response to …
CCMA Launches Contact Centre Standards Framework
WEB26 September 2023. Contact- Centres. The CCMA (Call Centre Management Association) is proud to announce the launch of its Contact Centre Standards Framework, designed to provide contact centres with a pathway to higher performance and operational excellence. Unveiled today at the UK National Contact Centre Conference, the Contact Centre ...
- Contact Centre News Archives - contact-centres.com
WEBSep 26, 2024 · Firstsource Acquires Contact Centre Outsource Ascensos. 23 September 2024. Contact- Centres. Firstsource Acquires Ascensos – Acquisition aligned to strategic expansion into retail vertical,strengthen nearshore, multi-lingual capabilities Firstsource…. - Case Study - Contact Centre News FourNet.
Solving 5 Common Contact Centre Challenges in 2024
WEBDec 14, 2023 · Challenge 3: Long Wait Times. Identifying the Challenge: When your average hold time increase and experience a surge in customer complaints regarding long waiting periods, there is a problem with excessive waiting time. Extended wait times result from insufficient resources or staff. By identifying these challenges through specific KPIs …
Events & Conferences Archives - contact-centres.com
WEB2 days ago · Content Guru’s cloud-first platform, storm®, offers virtually limitless scalability, unmatched integration capabilities and industry-leading AI. Content Guru ensures contact centres meet the needs of every customer, seamlessly. storm is used by hundreds of organisations across Europe, the US and Asia-Pac, in sectors ranging from finance and ...