When it comes to quality assurance practices, the average business contact centre monitors between as little as 1-2% of their overall volume of calls.
COVID-19 has been an unexpected event that has caused significant impact on contact centres across the country.
It’s no secret that most businesses are heavily investing their time, money and energy into CX.
They may not look like it at first glance, but contact centre teams are some of the most skilled acrobats around. They have to face delicate balancing acts on a daily basis when it comes to customer...
Contact centres have come a long way from the days of operational improvement being down to guesswork.In as little as the last 5 or 6 years, the capabilities of technologies available to call centre...
In our last blog, we looked at which platforms can give contact centres real operational visibility, and offered some advice on how those at the helm could use the insights from these data sources to...
During these difficult times, most businesses have experienced a negative impact on staffing.
In our previous post, we talked about the importance of having a game plan when it comes to selecting your CX solution and pitching it to the powers that be.
Ultracomms Call Management System (UCMS) is an omnichannel cloud contact centre solution with integrated secure payment handling software, reporting and speech analytics capabilities.
Established in...
Many of us are lucky enough to work in a modern environment where we are all treated with equality regardless of gender, but It hasn’t always been this way and it’s not the case for everyone....
Christmas traditions don’t come any more traditional than the annual Secret Santa…; joke mugs, alcohol and choccies are also pretty standard fare.
