Employee turnover rates are on the rise, and this is posing a serious challenge for countless businesses across the board post-pandemic. Contact centres in particular are feeling the pressure in this context. With retention and employee engagement cited as two of the...
There is no question that Artificial intelligence – and in particular, conversational AI – is having a moment. In 2022, 69% of consumers admitted to being open to the use of AI in the interest of an improved customer experience. It is good news that the majority are...
With eCommerce on an upward trajectory, the pressure on contact centres is increasing by the day. And in the absence of in-person interactions, consumers are relying heavily on the ability of contact centre advisors to not only cater to their needs but to do so with a...
If you're looking to improve your contact centre productivity and performance, there are thousands of metrics you could track — but to get the best results, you need to narrow it down and focus on the ones that matter. In this article, we explore some of the most...