Contact centres are the hub of customer interaction for many organisations.They’re evolving rapidly, driven by technology and changing customer expectations. By staying informed about these topics and implementing best practices, organisations can create contact centres that deliver exceptional customer experiences and drive success.
The shift to cloud-based Contact Centre as a Service (CCaaS) aimed to modernise operations. While this has introduced new front office capabilities, it has also resulted in a separation between …
Does your organisation’s contact centre provide swift, seamless service to customers whenever and however they choose to get in touch? If you’re not able to answer with a resounding ‘yes’, …
A recent study by Morning Consult, commissioned by Zoom, reveals a strong connection between effective customer service and brand loyalty among Australian consumers. The research also found that issue resolution …
Contact centres have long been the heart of customer service, essential for maintaining customer satisfaction. Traditional call centres relied heavily on human agents for all interactions. Now, AI adoption is …
Today, prioritising customer experience (CX) isn’t optional-it’s essential. Yet, many businesses still struggle with outdated, disconnected contact centres-often seen as cost centres rather than strategic assets for customer service. These …
Here’s something we should probably all acknowledge: internal customer experience can be as important as external customer experience, especially in environments like contact centres. But new AI-powered tools are helping …
Contact centres are becoming the frontline of brand experience and key to delivering value to the organisation and their customers. Here’s how forward-thinking organisations are getting it right in transforming …
Fronting up to a bricks and mortar premises has ceased to be the default move for customers seeking information about, or assistance with, a supplier’s products or services. In today’s …
In a crowded landscape of customer experience (CX) solutions, Local Measure carved a unique path, one that began not in the traditional contact centre but on the bustling front lines …
Agent engagement and performance are pivotal to the success of contemporary contact centres. As customer expectations escalate, demanding seamless and efficient service across diverse digital channels, agents find themselves at …