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There were over 4,300 calls to the 111 Covid helpline between the 13th December and the 9th January. Read More...
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While customer service digitalization had been under way even prior to the onset of Covid, the pandemic instantly elevated it to the top of CxO agendas. We predict that demand will continue to grow exponentially not only for digital customer service but also for modern knowledge management that is u...
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Nearly all customers now do some or all banking digitally while interaction with bankers is reserved for advice, complex transactions Read More...
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As life returns to normal, now is the perfect opportunity for employers to re-think their workforce strategy. Ed Creasey at Calabrio explores demographic trends and how the next generation of employees will thrive in contact centres provided they are... Read More...
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As we enter the new year, 2022 looks like it is going to bring with it some tough times for contact center managers. With high demand for labor across all industries and new work-from-home options, prospective agents have more control than ever. As a... Read More...
January 18, 2022 12:23 PM
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Remember driving before we had GPS navigation? In the past when you were planning a road trip, you would get out an atlas or all the paper maps you might need. Then you’d sit down at the kitchen table to map out your route, figure out where you... Read More...
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Service expectations are evolving faster than most contact centers can keep up. Customers want personalized and proactive engagement, easy self-service capabilities, and seamless connection across every touchpoint, interaction type, and device. At t... Read More...
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The proliferation of cloud software, changing customer behaviors and expectations, and the pressures of the global health crisis are driving explosive growth in cloud contact center services. But moving your on-premises contact center to the cloud i... Read More...
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If you work out staff work loads by hand or using a spreadsheet, make sure you always build in some contingency for sickness, training, etc. so that you don’t find yourself running short of agents and missing those service levels.
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