Three Rules for agents to adapt to the omnichannel experience
The introduction of new digital channels has opened contact centers to different challenges and opportunities. While it has created exciting ways of connecting with customers, it has also created demanding situations for contact centers and agents. Agents have different ways of working and display different strengths and weaknesses. These differences in working can affect the […]
4 proven methods for boosting employee morale
How seriously do you take employee morale? If it’s not a priority, your business may be at a disadvantage as a continuous stream of studies shows the correlation between positive work cultures and high productivity rates. Workplace morale cannot be overlooked, which is why we’re giving you four proven strategies that companies with high […]
How to use Social Media in the Contact Center
It’s impossible to deny the critical role social media plays in business strategy. Although social media is now widely accepted as a marketing channel, businesses still struggle to leverage their full potential for customer service. ICMI research suggests that more than two-thirds of contact centers believe that social media customer service is vital to leverage, […]
How Gamificiation can improve Employee Experience
One of the bigger challenges in a contact center is keeping employees motivated and engaged while meeting metrics and staying efficient. Often these two things are seen as opposites pulling in different directions, thinking you can’t meet critical targets and remain motivated, or that efficiency comes at the cost of employee engagement. In […]
Best Practices to Improve Employee Engagement and Experience
Employee engagement has become more critical than ever. Understanding how aligned your employees are to your company is at the core of many operations. But while employee engagement is important, employee experience has become a marker of success too. Gartner emphasizes that “engagement is an outcome of experience”, which means that focusing on a […]
Do you know how Chatbots work?
The rise of chatbots in a customer experience environment is an exciting tool to incorporate into your 2021 CX strategy. Bots and chatbots empower businesses to automate the process of answering repetitive questions for their customers, improving the time to resolution for clients, and reducing the pressure on agents. While these are not brand new […]
3 Management Techniques to Use in Call Centers in 2021
This era’s contact center experience is filled with unprecedented challenges ranging from remote working to increased real-time behaviour analysis, all in an increasingly competitive environment. Through smart technology, contact centers can hope to achieve significant improvements in their employee and customer experience journeys and their business intelligence environment. Let’s dive into the management techniques you […]
Deployment of a Comprehensive Digital Transformation Strategy within 10 days
CLIENT Client B SECTOR Financial Services – Short Term Insurance CHALLENGES As a consequence of the COVID-19 pandemic, a leading South African insurance company quickly realised that prospective clients started displaying changes in their behaviour. Sales were beginning to be negatively affected. It became clear that customers were demanding and expecting the company to provide […]
Implementation of a Digital Strategy Leading to Improved Sales and Customer Service
CLIENT Retailer A SECTOR Telecommunications CHALLENGES Towards the end of March 2020, as a consequence of the COVID-19 pandemic, the South African authorities implemented a full Level 5 lockdown. With little or no notice, client A’s network of approximately 70 stores was compelled to close their doors. Lockdown regulations introduced uncertainty as to how retailers […]
4 ways to motivate your employees in a remote environment
Even before COVID-19 forced a wave of remote working, there was a surge in working from home. In fact, from 2005 to 2007, there was a 157% increase in remote working. Remote working has immense benefits, but managing a team almost entirely remotely can be tricky. The good news is that there are ways to […]