Is Your Contact Centre in the Eye of the Storm?

One of the main conclusions from the recent CallMiner and IPI Contact Centre Performance Summit in London, was that businesses need to start viewing their contact centre as a more strategic part of the organisation. After all, this is where most of the customer interactions take place. And it’s where much of the customer intelligence […]

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Streamlining Contact Center Processes for More Effective Use of Human Resources

Agents, teams, and contact center supervisors face an unending list of demands and expectations from customers and business owners. If you are unable to deliver on these expectations, you risk poor customer experience and diminishing profits. A common underlying factor in not meeting expectations is inefficiency. Inefficiency costs contact centers money and time.  Finding ways […]

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