Almost every week we publish a blog about the world of customer contact. About the customer experience, about employee satisfaction in the contact centre, or about smart contact centre solutions that you can use for optimal results.
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Our blog posts
Bots and AI in the contact centre: win-win for customers, employees and business results!
Conversational AI makes bots more customer-friendly, streamlines business processes, and increases the accessibility of the contact center.
A customised contact centre: the efficient solution for better CX!
Customisation turns your 'standard' contact centre solution into the perfect match for an optimal customer and employee experience.
The do’s and don’ts of gamification in the contact centre
Gamification leads to greater employee engagement, lower absenteeism and churn, and higher productivity.
The on-premise contact centre to the cloud? Yes, but…
More and more on-premise contact centres are being replaced by cloud platforms. But what to do with legacy systems?
How social is your contact centre?
Social media as a customer contact channel, how do you go about that? This blog will give you the do's and don'ts.
Hyper-personalisation in customer contact
Hyper-personalisation at every point in the customer journey: technology supports this, but what is the impact on the contact centre team?
How to gain insight into the customer experience without a questionnaire
Consumers are fed up with customer satisfaction surveys. Conversation analysis offers you a customer-friendly alternative.
Measuring contact centre employee satisfaction
The average contact centre largely revolves around KPIs that put the customer first. But what about the employee?