How Customer Feedback Can Transform Agent Performance
Customer feedback isn’t just a metric — it’s a mirror. It reflects the quality of your service, your team’s engagement, and your brand’s integrity. But how effectively are you using that mirror to refine and improve agent performance? Whether the feedback is glowing or critical, directly connecting agents with what customers are saying can create […]
10 Proven Ways to Build Agent Confidence
In today’s competitive, fast-paced world, customer-facing teams are under more pressure than ever. In sales, support, or service roles, confidence is the secret ingredient that turns average agents into outstanding brand ambassadors. Confident agents don’t just solve problems—they build trust, close deals, and create unforgettable customer experiences. So, how do you cultivate that confidence? Here […]
Why Call Centre Motivation Matters
Customer service teams are the frontline of any business. They’re often customers’ first interaction, shaping impressions and resolving issues. Because of this, their motivation directly impacts customer satisfaction, brand perception, and overall business success. A motivated team is more engaged, responsive, and solution-focused. When agents feel supported and appreciated, they bring energy and positivity to […]
A Game Changer for Staff Retention and Morale
In today’s competitive landscape, businesses must focus on a happy and engaged workforce, especially in contact centres. Addressing agents’ well-being and investing in their professional growth is vital. Clear career paths can enhance staff retention, boost morale, and improve business continuity. The key question is: are you doing enough to support your agents’ career advancement? […]
The Importance of Text Analytics
A lot of people start the day by saying “Alexa, turn on Radio Two”. In fact, many of us rely on AI-powered VoiceBot technology to make everyday tasks easier and faster, whether it’s asking Google for directions or asking Siri to return a missed call. AI (artificial intelligence) voice technology has entered our lives and […]
What is Workplace Mindfulness?
What is Workplace Mindfulness? In today’s fast-paced work environment, we can easily become overwhelmed by emails, meetings, and tasks, often operating on autopilot and missing the present moment. Workplace mindfulness offers a way to transform how we work and how we feel about our work. Workplace mindfulness involves focusing your attention on the present moment […]
Mitigating Toxic Behavior in the Workplace
The recent allegations against MasterChef presenter Gregg Wallace have again highlighted the critical importance of workplace conduct. This serves as a potent reminder for employers and HR professionals to proactively address such issues, empowering them to maintain a healthy work environment. This case illustrates the challenges employers’ face when managing workplace dynamics, especially where senior […]
A Consistent Agent Experience With Universal Queue
Using Universal Queue to create a consistent agent experience All customer contacts, across Voice, Email, Chat, Social Media and Online Review channels, enter our platform through a universal queue. Using DigiDesk’s advanced workflow, these multi-channel contacts are distributed across a team of multi-skilled agents. Consistency across every channel DigiDesk’s engagement console ensures the agent experience […]
Dynamic FAQs into Live Chat
FAQs into Chat If you want to encourage self-service but with an intelligent support option, we have the perfect solution through DigiDesk. Our dynamic FAQs module has been developed to promote self-service, so users can access contextually relevant help articles without leaving the page. Every Question Answered Site visitors will be presented with the most […]
5 Tips For Maximising Your Contact Centre’s Potential
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