Predicting the Future of the Contact Centre: The Conscious Contact Centre as a Service CCCaaS Carolyn Arnold at Contexta360 takes a look at the conscious contact centre as a service (CCCaaS), and predicting the future. Today’s modern contact centre is amazingly complex, not only in technology but also in process. But – We have not […]
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Optimize Occupancy With the Right WFM Solution Burnout poses a major challenge in contact centres. It impacts employees personally and the organization as a whole. Occupancy rate — the ratio of actual working time to available time — is often pinpointed as having a major influence on […]
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How Contact Centre AI Can Help Reduce Customer Churn Did you know that a 5% reduction in customer churn can lead to a profit increase of 25% to 125%, or that businesses have to spend five times more to acquire a new customer than to retain an existing one, […]
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How to Implement Social Media Customer Service Successfully You’ve just sat down with your morning coffee, ready to tackle the day. The first task? Checking your brand’s social media pages only to see them flooded with customer messages! There’s Lisa complaining about a late delivery right next to […]
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Practical Solutions for Public Sector Contact Centres on a Budget Public sector contact centres are on the cusp of a digital revolution, aiming to streamline processes, personalise interactions, and delight customers with efficient and user-friendly experiences. However, embarking on this journey often comes with budgetary limitations. While long-term digital goals […]
https://www.callcentrehelper.c....om/digital-transform