Nicole Davies

What are the key contact centre performance metrics you should be tracking this year? From resolution to response times, discover the 12 most useful metrics according to our experts.

Ready to deal with increased customer service queries this Christmas? Discover our 5 simple tips that will help you deliver excellent holiday customer service in 2020.

Interested in adding a virtual agent to your contact centre? Confused about the difference between a virtual agent and a chatbot? Click here to discover what a virtual agent is and the benefits it can bring your business.

Is your business struggling during UK lockdown? You aren’t alone! Discover five practical ways you can keep your business running and overcome some of the huge challenges faced by many businesses in multiple sectors right now.

Omnichannel vs multichannel: what’s the difference? Both involve the use of multiple channels to market a business and communicate with customers, but while one focuses on customer engagement, the other focuses on customer experience. Click here to discover the important differences between an omnichannel and multichannel strategy.

Looking for a multilingual live chat so you can support your international customers? Discover what features make a chat translator stand out and choose the best multilingual chat support for your customers.

Want to generate more leads and provide great customer service whilst also reducing the demand on your contact centre? Customer callback is your answer! Discover how a callback option on your website can shorten wait times, generate leads, and create happier customers and agents.