Burnout in contact centres, how to spot it early
Burnout in contact centres doesn’t just happen overnight, it builds slowly. In my experience, people often miss burnout because it looks like laziness or a bad attitude from the outside. But that’s not what’s really going on. More often than not, the people who burn out are the ones who care too much, for too […]
Handle “Let me speak to your manager” like a customer service pro
Every customer service professional knows that feeling when a customer says, “Let me speak to your manager.” It’s a moment that can send a wave of anxiety, but it doesn’t have to be a negative experience. The way you handle it can turn a tense situation into a positive one. Whether you work in retail, […]
How to improve AHT and keep customers happy
Every company wants to save money and work smarter, but there’s a fine line between efficiency and cutting corners. Average Handle Time (AHT) tracks how long agents spend per call, including talk time, holds, and follow-up work. Learn how to improve Average Handle Time (AHT) without sacrificing customer satisfaction.
Average Handle Time (AHT): How to measure it and why it matters
If you were trying to figure out how well a busy restaurant was doing, you wouldn’t just count how many customers they served, right? You’d probably also want to know how long each table took— from ordering to paying the bill. In the world of contact centres, “table time” would be your Average Handle Time or AHT
How automatic QA helps you understand your customers better
A customer says “thanks” at the end of a call… but were they really happy?
Fair enough if you answered yes. But how confident are you that the rest of your customer interactions are hitting the mark?
Should Contact Centres Replace Humans with AI?
It’s a thought-provoking question that has sparked plenty of online debates and the answer isn’t as simple as picking one over the other. The truth is, that the benefits of AI are undeniable in terms of efficiency and handling increasing customer demands.
Streamlining Data Capture with Dynamic Pop-Up Forms in QContact
Modern day contact centres know only to well that efficient data capture and streamlined workflows are crucial for delivering exceptional customer service. Which is why QContact’s new dynamic pop-up forms feature enables businesses to seamlessly collect essential information during customer interactions.
Unstable cables
The past few months have seen large scale internet disruption across Africa due to submarine cable cuts.
Africa’s vast size coupled with geopolitical reasons makes it more reliant on submarine cables than you would see in the US or Europe, and more akin to a series of islands.
Chat bots and ChatGPT – ready for deployment?
Simple answer – no, it’s not! Chat bots and ChatGPT bots are not ready for deployment. But let us explain why in this blog.