Impact of Consumer Technology Trends on the Contact Centre – BGL Group
Jayne Lansdell, Associate Director at BGL Group discusses how Consumer Technology Trends are impacting The BGL Group
Impact of Consumer Technology Trends on the Contact Centre – Saga
Martin Broom, Director of Operational Strategy and Planning at Saga discusses his key findings from the study visit to Silicon Valley.
Sabio LV= The Contact Centre Transition Story
LV=, has selected contact centre technology specialist Sabio to support its business-critical Avaya contact centre infrastructure, find out more in this video case study.
Why call centres should stop targeting agents on NPS
The common challenge we see within the contact centre is that agents are being targeted directly on an NPS score.
Why call centres should measure Employee Engagement regularly
Our recent research has shown that there is almost a 1:1 ratio between the Employee NPS and the Customer NPS score.