The Contact Centre (CX) Workforce Wants to Stay Home
Chief Strategy Officer says artificial intelligence services and new automation processes, can raise work from home productivity..
Work From Home
Five Ways to Connect with Employees in the World of Remote and Hybrid Work
Blend new technologies with tried and tested favourites to refresh your contact centre. Magnus Geverts at Calabrio shares his top spring-cleaning tips for supporting home-working agents..
Remote Working Is a Risky Business – But Doesn’t Have to Be with Secure Card Payments
As contact centres embrace the world of remote and hybrid working, Rob Crutchington, MD of Encoded, discusses how the cloud, open banking and SCA regulations help protect the customer, agents and merchants..
15 Tips for Secure Remote Work for Today’s Customer Service Agents
The shift to a hybrid working system or full-on work-from-home arrangements for customer service agents comes with a number of challenges, among them the need for added security. Here are 15 tips to stay safe..
3 Ways to De-stress Employees With Technologies That Humanize the Hybrid Workplace
Embrace analytics to boost your wellbeing strategy – that’s the message from Ross Daniels at Calabrio. Here, he gives 3 reasons why you can’t afford to ignore the latest advancements in technologies..
Connecting the Dots for Customer Service in a Hybrid Workforce
Benedict Bleimschein, COO and Vice President of Customer Success at Mindbreeze looks at the challenges for customer service employees working in a hybrid workplace and suggests new tools that can help them..
Call Center Agents: Time to Get Back to the Office?
As more and more people are being vaccinated, call centers are gradually transitioning back into the office. But are agents ready to come back to work in the regular brick-and-mortar format?
3 Key Tips for Reaching Customers and Clients Remotely in 2021
Are you trying to think of ways to adapt your business as you continue to work remotely throughout the pandemic? Here are three key tips and ideas for reaching customers and clients remotely in 2021..
How to Make Remote Work Engaging and Fun for Everyone
When working remotely, engagement levels are crucial to success. Find out how to boost engagement and make working fun for customer service employees..
Top Tips to Managing a Remote Customer Service Team
With the COVID-19 pandemic having sparked an unprecedented surge in remote working, people from all different industries have had to adapt the way they work to be in keeping with the new norms..
Remote Workforce Management – From Survive to Thrive in 3 Easy Steps
It’s time to use the all-round benefits of WFM to ensure your contact centre thrives. Richard Pinnington of Calabrio discusses how workforce management means so much more in challenging times..
How to Stay Close to Customers While Working From Home
Cathal McGloin, CEO of ServisBOT explores how contact centres have adjusted to working from home and considers whether they will be permanently changed by the pandemic..
3 Ways to Embrace the Evolving World of Remote Work
Magnus Geverts of Calabrio shows how to drive workforce flexibility, enhance customer experience and employee satisfaction using modern workforce engagement management (WEM) solutions..
Call Centres Coming Home: How Technology Can Smooth the Move
Gary Williams, Director of Sales and Consultancy at Spitch explores how onshore call centres relative costs can be addressed with technology..
Technology Failures That Are Hindering Remote Working
A new report lifts the lid on the top issues causing blocks to successful remote working – which can result in up to 100 minutes in lost productivity or 23 per cent of a daily shift..