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Latest Articles
Making Workforce Management Work For Agents Too
In older versions of workforce management (WFM), once the forecasts and schedules were set based on historical data and expectation, the opportunity for change was …
How frequently are call centre agents genuinely polite and friendly?
It might seem a reasonable assumption that customers who reach out to a call centre should be able to expect politeness and friendliness from the …
What customers want when they contact an organisation – and what they get
Contact centres are key to an organisation’s success, primarily due to being the primary customer touchpoint. When customers contact organisations, it is important that the …
The concept of ‘failure demand’, and its relevance to contact centres
Every organisation will have received complaints from customers, and they’re of course seen as being problematic. However, customer complaints are also invaluable to businesses given …
How big a factor is customer experience in organisations’ competition with industry rivals?
Given that any commercial organisation’s fundamental purpose is to extract maximum profit for its shareholders, with this being generally achieved through a combination of driving …
Sentiment analysis – what contact centres should consider
A potentially powerful tool for contact centres looking to make informed changes to their services in order to enhance the customer experience, is sentiment analysis. …
Call centre salaries were on the up in 2022 – especially for experienced agents
According to recently released contact centre research, agents working at such sites saw major increases in their salaries over the course of 2022. In the …
The rise of automated web chat and conversational AI in UK contact centres – and the attendant cost benefits
Most people who have ever reached out to a contact centre in the UK will be highly familiar with web chat as a customer service …
What’s driving the strategy of US contact centers?
It is fascinating and instructive to look over the findings of recent research into the strategic priorities of contact centers in the United States. When …
Rising salaries and falling performance exert pressure on UK contact centres
Organisations around the UK – and across all vertical market sectors – have had to deal with escalating pressures from various sources in recent times, …
What are the potential merits of visual IVR and routing menus for contact centers?
When it comes to call center telecommunications, many interactions with a customer begin with interactive voice response (IVR). This begins with an initial welcome and …
What does the use of digital customer service channels tell us about what US contact centers’ priorities should be?
A key theme among the findings of surveys of United States contact centers has been the emergence of all manner of digital customer contact channels …
Agent engagement, morale, and empowerment – and the implications for your contact center
It goes without saying that no one wants to work in a despondent environment – and those that do find themselves in such a situation …
What are some of the customer identity verification processes that contact centres are best advised to put in place for fraud reduction?
An increasing number of customer experience journeys in the 2020s begin with some form of identity verification process. Such customer security processes are about two …
What solutions, approaches and business processes do UK contact centres use to reduce the risk of card fraud?
After being presented with a multitude of different methods, the results from a survey of over 200 UK businesses indicate that, on average, a call …
How effectively is your contact centre recognising and handling ‘moments of truth’ in customer interactions?
In a recent article of ours, we wrote about the Customer Interaction Cube, which provides a structure setting out no fewer than eight different types …
Introducing the Customer Interaction Cube, and the eight types of contact centre interaction
Whatever the specific vertical market a given organisation’s contact or call centre operates in, there are two main influences that will need to guide its …
The role of first-contact resolution as a major driver for customer experience
When it comes to striving to ensure the most positive customer experience (CX) at call centres, first-contact resolution (FCR) ought to be a key topic …
What does CX mean to a customer? A comparison of customer and business views
While the vast majority of organisations aim to provide the best possible customer experience – or at least claim to do so – it is …
Optimising your contact centre omnichannel workforce management
When it comes to forecasting and predicting resource requirements for telephony, the mechanics and mathematics underpinning this are well-established and widely understood. We are however …
For what purposes can post-call analytics be best used by call centres?
Analytics will always have a key role to play in effective workplace optimisation in the call centre, and the most widely used type of interaction …
Is your contact centre taking sufficiently seriously the importance of comprehensive onboarding?
Onboarding – defined by Cambridge University as “the process in which new employees gain the knowledge and skills they need to become effective members of …
Australia and New Zealand contact centre industry research now available
ContactBabel’s series of research-based guides are widely distributed to top decision-makers and influencers in customer-facing businesses across the globe. Our flagship reports, “The UK & US …
AI in the Contact Centre: replacing or augmenting agents?
Read the latest ContactBabel research on the use of AI, chatbots and machine learning in the contact centre
Contact Centre Remote Working: Not Just for the Pandemic?
Recent ContactBabel surveys of over 400 contact centres in the UK and US show the extent to which remote working / homeworking has become the norm, and what the future holds
