Insights into AI: The Virtual Agent at its Best

Posted by Elaine Turley

In recent years and months, AI and the rise of the chatbot has been hailed as the saviour of the traditional contact centre.
Read More May 22, 2018

Topics: AI, Contact Centre

Understanding First Contact Resolution and Improving Call Centre Performance

Posted by Rant & Rave

When something is going wrong, and a customer calls in with a query, they want to get an answer as soon as possible.
Read More November 15, 2017

Topics: Contact Centre

Four Contact Centre Metrics to Uncover Hidden Insight

Posted by Rant & Rave

Contact Centre's typically focus on transactional metrics that measure cost and efficiency, such as average call handling time and serice level response time.
Read More June 16, 2017

Topics: Metrics, Contact Centre

Empowering the Frontline: Creating People to People Connections

Posted by Rant & Rave

Enabling your customers and your Frontline teams to connect together in a meaningful way is essential.
Read More June 7, 2017

Topics: Frontline Engagement, Contact Centre

3 Reasons Why Ignoring Customer Complaints Isn't An Option

Posted by Rant & Rave

Today you can’t simply sweep customer complaints under the carpet. We live in an age where the internet and social media provides a public viewing area for complaints.
Read More May 29, 2017

Topics: Contact Centre, Contact Centre Struggles, Customer Experience

A Quick Intro to First-Contact Resolution Rates

Posted by Rant & Rave

When something is going wrong, and a customer calls in with a query, they want to get an answer as soon as possible.
Read More March 2, 2017

Topics: Contact Centre, Customer Experience

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