The Philippines has become one of the call-centre capitals of the world, but why is this?

Gain a competitive edge by outsourcing your business processes....
SEE MORE

Start the year right with these top four tips for excellent customer service

Now that 2018 has begun in earnest, it’s crucial to start the year as you mean to go on. If your business operates a contact centre as part of its operations,...
SEE MORE

Contact centres: Five predictions for 2018

The year ahead has been proclaimed the Year of the Dog, according to the Chinese zodiac. So will your contact centre take a leap forward in 2018 or be among those...
SEE MORE

3 technologies that will reduce cost in your contact centre

Contact Centre Managers face a real challenge when trying to reduce cost in their contact centre. ...
SEE MORE

Customer Experience Starts Here

Done right, customer engagement can increase revenue and lifetime value by about 20%. Avaya explains how to enable an exceptional customer experience. ...
SEE MORE

MiFID II: What Do You Need to Know?

If you work in the financial services sector, you’ve likely seen news articles and heard IT, operations and other company managers and executives talking about the impending MiFID II regulation. It’s...
SEE MORE

10 Key Contact Center CX Predictions for Success in 2018

Find out how you can position your contact centre to take best advantage of changes in the customer experience (CX) landscape....
SEE MORE

Medavie Blue Cross Leverages ProcedureFlow to Decrease Escalations to Tier Two by 50%

Trust, privacy and compassion are all qualities that individuals and businesses seek in their insurance provider, and that importance is compounded when it is your health insurance provider. For these reasons,...
SEE MORE

Hospitality conglomerate reduces cross- training time by 90% using ProcedureFlow

As a crisp autumn falls over the east coast of North America, a large hospitality conglomerate is just starting to heat up. The company is busy preparing annual contracts for some...
SEE MORE

Choosing between a cloud based or on premises secure payment solution

Choosing whether cloud-based or on-premises secure payment solutions are best for your business can be challenging. ...
SEE MORE

CREATING A STRONG CALL CENTRE LEARNING ENVIRONMENT

You have assembled a great team of call centre agents with a lot of potentials, but what can you do to create an environment where they can learn, develop and progress? ...
SEE MORE

SUCCESSFULLY LAUNCHING A CALL CENTRE – TOP 10 TIPS

You have assembled a great team of call centre agents with a lot of potentials, but what can you do to create an environment where they can learn, develop and progress? ...
SEE MORE

15 Contact Centre Predictions for 2018 and Beyond

The constant rise of the digital age is forcing a vast amount of contact centres to adapt to this societal trend by integrating new technologies into their organisations in order to...
SEE MORE

Contact Centres 2020: The Future of Contact Centre Solutions

The key trends shaping the future of contact centre technology......
SEE MORE

Artificial Intelligence is a Critical Component

Understanding your customers: It would appear knowledge retention or at least access to knowledge/content is big business as employer-sponsored employee communication platform, Slack continues to grow from strength to strength. But...
SEE MORE

Contact Centres and Cloud Computing Solutions

In the consumer-driven world of customer service, support and contact centres, it becomes increasingly important to stay ahead of the curve and remain at the forefront of innovation. Developing a...
SEE MORE

Why Invest in Sales Leadership?

Historically, there has also been an absence of high quality training focused specifically for sales leaders. Instead, sales managers are often included in regular/generic management training programmes which are...
SEE MORE

3 Fun Ways to Celebrate Sales Wins

What fearless leader doesn't want to be adored by their subordinates? And what teammate doesn't want to feel like the one who hit the game-winning shot? Well, when an individual win...
SEE MORE

7 Tips for Getting the Most out of Your CRM System

Why is it that the benefits of such powerful tools are rarely reaching their full potential? Well, there are a few answers....
SEE MORE

Are you emotionally engaging your customers?

Emotional engagement could take the form of Marketing towards significant life events, poignant relationships, or simply a correlation between the product and emotions that inspire consumers (love, excitement, well-being, etc.) If...
SEE MORE

10 (MORE) Ways to Boost the Productivity of Your Sales Team

The better you are at celebrating the successes, the stronger your company culture will be. And at the end of the day, a strong sales culture can accomplish just about anything. ...
SEE MORE