Monthly Archives

April 2023

Multigenerational contact centre workforceContact centre, Multi-channel, Omni-channel

Tapping into the benefits of the multigenerational contact centre

A multigenerational contact centre workforce covers a wide range of age groups, all of whom have their own experiences, backgrounds, and expectations. To get the best out of their diverse skills you need to understand what makes each generation tick and provide a working environment and management style that meets their needs. The four main generations in today’s contact centre…
Helen Billingham
April 28, 2023
Web UI for Contact CentresCloud Contact Center, CCaaS, Remote Working, WFHContact centre, Multi-channel, Omni-channel

Why a web UI is essential to support a modern contact centre workforce

Today’s contact centre workforce wants the flexibility to be able to work from anywhere, with easy-to-use technology. On the business side, providing this flexibility opens access to a wider talent pool and boosts retention. However, it relies on furnishing users with the tools they need to work remotely from any internet-connected device. To do this seamlessly, your contact centre solution…
Helen Billingham
April 21, 2023
Contact centre leadership skillsContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, Support

10 important attributes of a great contact centre leader

Successful customer service isn’t just about the frontline agents that interact with customers - it’s also about the contact centre leaders that manage agents and drive strategy. Having strong managers is essential at all levels of the contact centre, from the head of customer service and Chief Experience Officer (CXO), to team leaders and supervisors. They all need the right…
Barbara Stuart
April 6, 2023