Call Centre Software Blog

Your go-to for the latest customer experience news and weekly call centre tips.

Blog
Shelby Bozekowski

2020 Trends: True Omnichannel

For 2020 and beyond, we foresee expanded omnichannel conversations that are more contextual in nature with lower effort. Similar to context marketing, which accounts for your location, device, or other criteria, contextual omnichannel CX can offer a more defined framework to strengthen customer relationships.

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Blog
Shelby Bozekowski

Don’t Let Coronavirus Impact Call Center Agents and CSAT

A remote workforce has many benefits outside of being safer during a pandemic. Call center agents benefit from working from home by having more flexible work hours, no dress code, and no commute. Studies also show that at-home workers are not only happier and less likely to quit but also more productive. As long as work from home agents are provided with the technology and tools needed to perform their job seamlessly at home, CSAT and other call center KPIs will improve.

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