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Optimising the contact centre: lessons from COVID one year on

The COVID crisis put contact centres to the test in 2020 and highlighted why it matters to ensure yours is robust and ready for anything.
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From the blog

What is an Abandoned Call?

What is an Abandoned Call?

Customers who call your company for support expect prompt and effective service. If they’re left waiting in a queue or find themselves transferred between multiple departments, they might end the call before they speak to anyone....
Daniel Harding

Daniel Harding

8 mins read
What are the Responsibilities of a Call Centre Manager?

What are the Responsibilities of a Call Centre Manager?

A call centre manager is essential to the smooth running of your call centre. They are responsible for a broad range of business-critical tasks, from monitoring performance metrics to implementing process improvements and...
Daniel Harding

Daniel Harding

5 mins read
Inbound Call Centre Agent Duties and Responsibilities

Inbound Call Centre Agent Duties and Responsibilities

Inbound call centre agents are on the frontline of your business – and it’s hard to overstate their importance.
Daniel Harding

Daniel Harding

11 mins read