News - Call Center

How CX Technology is Changing the Role of Contact Centre Agents

The rise of Contact Centre as a Service (CCaaS) models has introduced new technology that changes the role of contact centre agents.

Jake Gardiner at Odigo explores how to improve agent satisfaction and boost business results, as agents deal with evolving customer experience tech and expectations.

 

 

The Top Call Centre Agent Skills to Look for When Hiring

Shauna Geraghty at Talkdesk provides information about the recommended soft skill set and the top call centre agent skills for successful hiring.

 

 

Give Your Remote Staff Personalised Assistance to Shine Every Day

Rene van Popering at Contexta360 explains that all because you do not see it or hear it, it does not mean that whatever it is, does not require immediate attention.

 

 

10 Steps to Select Optimal Call Centre KPIs

Shauna Geraghty at Talkdesk outlines how choosing optimal call centre KPIs is critical in assessing call centre performance, maintaining a consistent level of service quality, and comprehensively understanding your customer’s experience.

 

 

VoIP Security: Common Threats and How to Keep Your Network Safe

VoIP is a great business utility. However, like any other application, it can also fall prey to cybersecurity threats if proactive measures are not taken. Here is what you need to know.

 

 

 

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