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All Posts By

Astrid Pocklington

unified agent desktop

Why contact centres need to embrace the unified agent desktop

By Contact Centre, Customer Experience

Ensuring contact centre agents have easy, fast access to the right technology systems is key to delivering a superior omnichannel customer experience. However, as contact centres have grown and evolved, increasingly agents need to flip between multiple, disparate applications when talking to customers. In fact, according to ContactBabel’s ‘The Inner Circle Guide to Agent Engagement & Empowerment’ report, in 96%…

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Delivering customer experience success

Delivering customer experience success in 2022

By Contact Centre, Customer Experience, Unified Communications & Collaboration

As organisations finalise their planning for 2022, what areas should they focus to deliver customer experience success? We’ve already looked at some of the key predictions for the year ahead from our experts in a recent blog. To build on this we drilled down into specific priorities and best practice shared during a recent webinar on the same theme. The…

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