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? […]
Inspirational Quotes for Delivering Excellent Customer Service
Delivering excellent customer service is the cornerstone of success for any business, particularly in the UK, where customer expectations are constantly evolving. Whether you’re managing a small local shop or a large company, providing exceptional customer service builds loyalty, fosters trust, and enhances your brand’s reputation. Sometimes, even the best customer service teams need a […]
How to manage WhatsApp for Customer Service at scale
The WhatsApp Business App was originally created for small businesses, with a low number of support requests. It is designed to be used on a single device, which is perfect for smaller organisations looking to manage a low volume of customer enquiries. But, WhatsApp Business also has an Application Programming Interface (API) for larger organisations, […]
Creating Consistency Across Multiple Contact Channels
The key to DigiDesk’s success has been consistency; no matter which channel a customer chooses to use to contact your business, the platform offers a consistent set of MI (Management Information) and a consistent agent experience. Whether it’s a voice call or a digital contact, the Analysis and Supervisor Dashboard sections of DigiDesk provide the […]
Money Advice Trust choose DigiDesk CSAT for capturing Customer Feedback
MAT Choose Digidesk The Money Advice Trust is a national charity, helping people across the UK to tackle their debts and manage their money with confidence. They support individuals, the self-employed, small businesses, the free debt advice sector and creditor organisations. They helped 140,980 people and had 1.87 million visits to their advice websites […]
Why Businesses Must Embrace WhatsApp as a Contact Channel
I was at a conference last week and the speaker outlined the opportunity for WhatsApp as a contact channel perfectly. He said, ‘my mum is on Facebook, my dad is on Twitter, my kids are on TikTok and Instagram. But, they are ALL on WhatsApp. That’s the opportunity that businesses need to tap into as […]
How To Manage Your Trustpilot Reviews Effectively
Trustpilot is a public channel and, as such, needs to be managed effectively much like public social media channels. If you get a positive review, you should respond promptly to say ‘thank you’. And if you get a negative review, it’s even more important to have the resource in place to respond appropriately. DigiDesk has […]
