Tightening restrictions on cold calling activity in South Africa
After a fresh complaint by the South African Internet Service Providers’ Association (ISPA) to the Independent Communications Authority of South Africa (ICASA) about the use of mobile numbers for calls from contact centres, and long held plans for a national opt-out register and restrictions on cold calling are close to implementation.
What CSAT really tells you and what it doesn’t
CSAT is not the villain… but it’s definitely not the hero either. It’s one of those metrics that’s everywhere because everyone’s tracking it, reporting on it, and ultimately trying to improve it. But when you take a step back and really look at what CSAT is measuring and how it’s being used, it starts to fall […]
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.