Last year, call centers averaged a 38 percent agent turnover rate – 12 percentage points higher than in 2020. That turnover has a steep cost. Christophe Martel, cofounder and CEO of FOUNT, investigates..

The digitisation of marketing has ushered in an era of unprecedented possibilities. Central to this evolution is the adoption of Artificial Intelligence (AI)..

Calabrio, the workforce performance company, has been named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Agent Management. The report also recognizes Calabrio as a Value Index Leader..

Tom Darnell, COO at IRIS Audio Technologies examines the impact of background noise and how the latest technology can help improve contact centre agents’ wellbeing.

Businesses must adopt advanced and innovative strategies to not only capture the attention of customers but also foster enduring loyalty. In this article, we’ll explore next-level approaches that are shaping the future..

What makes clients so frustrated that they vent their anger at service representatives? What do they get most frustrated about? Can anything be done to preemptively address the situation?

Let’s cut through the noise and get straight to what’s hot in tech today: customer communication. If you’re thinking about how to interact with your audience in 2023, you need to understand that the rule-book..

Call centers are crucial in any business as the first point of contact for providing assistance or information about a particular product or service. Here are some ways call centers can enhance the customer experience..

In the dynamic landscape of financial services, differentiation is the name of the game. Jon Brooks, Head of Financial Services at Sabio Group, suggests some ways companies can stand out..

When it comes down to nailing your customer service strategy, striking the right tone is essential to build the foundations of long-term success. Mastering this skill can transform your interactions and business growth..