Adherence is one of the most important KPIs (Key Performance Indicators) of the customer-service industry, making it essential for contact centre managers to understand that...

In the modern business landscape, contact centres face the dual challenge of maintaining operational efficiency while offering flexibility to their workforce. The right workforce...

Omnichannel contact centres are the future of customer service, and agents are critical to their success. In an ever-changing landscape, frontline workers continue to handle an...

Effective and efficient contact centre agent onboarding isn’t just essential for elevating team performance and increasing customer satisfaction. For today’s organisations, it’s...

The integration and role of artificial intelligence into workforce engagement management (WEM) solutions has become a key focus for many contact centres. Over the past decade, AI...

Content migration, in terms of Knowledge Management (KM), involves the systematic transfer of information from one system to another, ensuring that data is not only preserved but...

The banking industry is in the midst of a digital revolution, and it's important for both small and large financial institutions to undertake a successful digital transformation....

Technology in the financial world continues to advance at an accelerated pace — which means your organisation needs to know how to take advantage of the latest and greatest tools...

Customer experience, in simple terms, refers to the overall impression that a customer has of a company based on their interactions with it. This can be influenced by a variety...

In today’s digitally driven world, the intersection of technology and customer engagement has given rise to innovative solutions designed to enhance communication between...

In today's fast-paced business environment, contact centres are constantly seeking innovative ways to enhance efficiency and productivity. One such innovation that is rapidly...