What High-Volume Season Teaches Us About Our Data
Did you know, your reporting gaps show up fastest in December. Every year, without fail, December exposes the cracks in a contact centre’s data. Suddenly, the reports you trusted all year start to look suspicious. Numbers swing unpredictably; trends stop making sense and volumes spike in ways you can’t fully explain. In this instance, most companies would think they’re dealing with a volume problem when in truth, what they’re really facing is a data problem. During high-volume seasons, bad data is […]
Your Customers Are Not in Your IVR, They’re in Your DMs
For years, contact centres have invested heavily in refining IVR menus, tightening call flows, and reducing handle times. The entire service model has been built around the assumption that customer journeys begin with a phone call. But customer behaviour has quietly rewritten that reality. Today, people aren’t patiently navigating your IVR, they’re already in your WhatsApp inbox, your Instagram DMs, your Facebook messages, and even your […]
5 Holiday CX Myths Even Good Brands Still Get Wrong
December has a strange way of showing you what’s really going on inside your contact centre. As the volumes start to rise, and customer expectations jump, you’ll notice even the most chilled teams start to feel the pressure. Every little inefficiency will show up at a time when your agents are already feeling burnt out […]
Black Friday is coming, and most contact centres aren’t ready
As November rolls around, the panic sets in for customer service agents. Companies hype up their offers whilst their customers flood in like it’s the Hunger Games. Behind all those shiny offers are scenes of carnage: And still, or should I say, STILL… Companies act shocked! “Wowzers, we didn’t expect it to be this […]
Coaching Isn’t Optional, It’s Your Competitive Edge
Customer expectations have shifted. Customers want speed, clarity, and human connection and they want this all at once. Patience is at an all-time low, and competition is tougher than ever. In this environment, coaching isn’t something you “get to when there’s time.” It’s the difference between agents who perform… and agents who burn out. The truth is, If you’re not coaching, you’re choosing churn. You wouldn’t field a football team that hasn’t trained. […]
Inside the CCaaS revolution: What’s driving the next wave
The contact centre world is changing faster than ever before. What used to be a behind-the-scenes department is now a key part of how customers experience your brand. And right at the centre of this shift is Contact Centre as a Service (CCaaS). So what’s really driving this next wave of innovation? Let’s break it […]
Why Security Is the Cornerstone of Great Customer Experience
Introduction In customer experience, trust is everything. Customers might forgive a delayed response or a small mistake, but once their personal information is mishandled, that trust is gone for good. That’s why, today, data protection has become an essential part of delivering great customer experience. Security is no longer just an IT issue, it’s a brand […]
How AI is quietly transforming the contact centre (and no, it’s not replacing your agents)
That awkward moment in a meeting when somebody says “AI” and energy shifts because half the team leans forward, excited and the other half look like they’re about to update their LinkedIn profiles. You can definitely feel that mix of excitement and dread that floats in the air and just hangs there. Some people picture […]
Car dealerships, fixing CX from sales floor to service desk
There was a time when buying a car was simple. Requiring only a test drive and a few pieces of paperwork to be signed. Nowadays, customers shop for a car online, and when they have a query, they expect an instant response, or they will look elsewhere. Competition is fierce. For dealerships, that’s a problem, […]