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How Mature is Your CX?

How Mature is Your CX?

Delivering an exceptional customer experience (CX) couldn't be more important, as we note a steady decline in Customer in service levels it seems customer expectations are on the rise as running a contact centre becomes more challenging, high levels of attrition,...

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Is Customer Experience in Contact Centres Getting Worse?

Is Customer Experience in Contact Centres Getting Worse?

Customer experience (CX) in contact centres has been a pressing issue for a long time, but now as more businesses lean on technology to manage customer interactions, from challenging Voice calls, live digital web chatting, to AI-driven chatbots, the question remains:...

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The Future of Agent Assist in Contact Centres – Reducing Cognitive Overload and Enhancing Efficiency

The Future of Agent Assist in Contact Centres – Reducing Cognitive Overload and Enhancing Efficiency

AI and agent assist technologies are helping to transforming the operational landscape for contact centre teams.  These tools are designed to support agents by reducing cognitive overload and improving overall efficiency, leading to better customer experiences and streamlined operations. The recent webinar from the Contact Centre Network, featuring experts Jimmy Hosang and Nerys Corfield, delved into the critical role of agent assist technologies and how they can be effectively implemented.

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Navigating Emotional Intelligence and Trust in Leadership

Navigating Emotional Intelligence and Trust in Leadership

The role of emotional intelligence is indispensable in leadership and the global disruptions during and post pandemic, have put leadership skills to the test, particularly emotional intelligence. Leaders now, more than ever, need to adeptly manage not just the logistical aspects of their roles but also the emotional dynamics of their teams, especially given the increased prevalence of remote and hybrid work settings which has removed that watercooler conversation and the osmotic relationship we have when we are face to face with teams.

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Seven Ways to Improve Yours and Your Team’s Critical Thinking Skills in the Contact Centre

Seven Ways to Improve Yours and Your Team’s Critical Thinking Skills in the Contact Centre

In the contact centre, critical thinking skills are essential. These skills enable customer service agents to handle queries more effectively, it help team leaders solve problems efficiently, and focus on continuous improvement and  exceptional customer experience outcomes.  At FAB Solutions, we recognise the importance of fostering these abilities among our clients, their team leaders and their senior leaders

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Lessons From A FAB Five Year Old

Lessons From A FAB Five Year Old

After five years of working for myself in business, I’ve identified some key themes that as I reflect have given me valuable insights and lessons learned! The last 5 years have been a roller coaster and as a business owner I’ve navigated a messy divorce with Europe...

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The Role of Team Leaders in Contact Centres Post-COVID

The Role of Team Leaders in Contact Centres Post-COVID

The Need for Agile and Experienced Team Leaders As contact centres adapt to post-COVID realities, this session of the Contact Centre Network delved into how the landscape is changing, particularly focusing on the role of the frontline team leader. With guest...

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Are Chatbots the enemy of good customer service?

Are Chatbots the enemy of good customer service?

Chatbots are often seen with a  negative view. But are they really the enemy? If we explore some of the key features that make a good chatbot they can actually help enhance the customer journey and positively impact internal metrics in the contact centre. Natural...

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How Do We Help Contact Centre Customer Experience SING

How Do We Help Contact Centre Customer Experience SING

FAB has always been built from on operational managers perspective how do we help Contact Centre leaders tackle some of the problems they face off to daily. Having worked in contact centres for a long time I’ve seen most of the problems we set out to help others with....

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What is High Performance Culture anyway?

What is High Performance Culture anyway?

How clear is your strategy for developing High performance culture and great customer experience?What is a high-performance culture anyway? How do you know when you have it nailed on? This was a question I posed in a recent poll on social media and it’s a question we...

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Speech Strategies for your contact centre….

Speech Strategies for your contact centre….

With typically 2-3% of most customer interactions being monitored by your Quality Assurance function you can see why some contact centres are moving towards implementing speech analytics as a tool. But how do you make sure that the new Speech Analytics tool doesn’t...

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So you are setting up a new contact centre?

So you are setting up a new contact centre?

  So, you're setting up a new contact Centre..... In this article we look at some of the key considerations for someone who wants to set up a contact centre, you might be growing in numbers and now is the time to embrace new technology and develop your contact...

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To Cloud or not to Cloud?

To Cloud or not to Cloud?

The Contact centre in it’s truest form has been around since the early 50’s and mid 60’s with the introduction of Automatic Call Distributors (ACD) it enabled what we now know as our more “traditional” call and contact centre environments, the ability to direct large...

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You are 100 in the queue

You are 100 in the queue

As a contact centre business consultant, I’m always intrigued when I call a contact centre to see how the service they are offering stacks up, last week…

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Fast Food Generation

Fast Food Generation

As a 16 years old I was like many other teens around me wanting to spend my money on CD’s and DVD’s and computer games but the difference came when at 17…

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Gift of the Gab?

Gift of the Gab?

Sales is not a dark art. The perception is that some people are natural born sales people and have the “gift of the gab” the truth is some of us are more naturally…

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