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What Makes a Great Customer Service Experience?

What Makes a Great Customer Service Experience?

Good customer service is the key to a successful business. When running a business, it can be hard trying to maintain good customer service, especially with large businesses.
Daniel Harding Daniel Harding

Daniel Harding

5 mins read
Omnichannel vs Multichannel

Omnichannel vs Multichannel

You may think that omnichannel and multichannel are the same thing; but although they share some similarities, there are several differences to consider.
Daniel Harding Daniel Harding

Daniel Harding

4 mins read
Knowledge Management System Examples

Knowledge Management System Examples

Daniel Harding Daniel Harding

Daniel Harding

6 mins read
What is Call Centre Abandonment Rate and Why Does it Matter?

What is Call Centre Abandonment Rate and Why Does it Matter?

Simply put, a call abandonment rate is the percentage of how many people terminate their calls before an agent from the contact centre answers.
Daniel Harding Daniel Harding

Daniel Harding

5 mins read
What is Workforce Optimisation?

What is Workforce Optimisation?

Efficiency is key in any working environment. Businesses are constantly looking for ways to improve efficiency and boost performance - and workforce optimisation (WFO) is one of the best ways to do this.
Daniel Harding Daniel Harding

Daniel Harding

4 mins read
Customer Experience Journey Map

Customer Experience Journey Map

Did you know that 74% of consumers are more likely to make a purchase based on their experience alone?
Daniel Harding Daniel Harding

Daniel Harding

7 mins read
Inbound and Outbound Meaning

Inbound and Outbound Meaning

The terms inbound and outbound both refer to call centres but have different meanings. Inbound call centres receive incoming calls from customers, whereas outbound call centres make the calls to customers.
Daniel Harding Daniel Harding

Daniel Harding

5 mins read
What is Unified Communications (UC)?

What is Unified Communications (UC)?

Unified communications is a business concept that combines different communication services into one unified system. This integration includes real-time communication and non-real-time communication services, such as:
Daniel Harding Daniel Harding

Daniel Harding

5 mins read
The birth of the customer intelligence centre

The birth of the customer intelligence centre

The last five years have been the most disruptive the industry has ever faced. Remote working, the war on talent, digitisation, and AI are all transforming the contact centre. Despite all the advancements, they still battle with...
Daniel Harding Daniel Harding

Daniel Harding

7 mins read