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    Best Practice

Dealing in Digital Transformation

There’s a reason contact centre is an ever more relevant term than call centre.

In the age of digital transformation, a basic phoneline HQ is a bygone concept.

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Picture the scene – a beachside restaurant in the south of France. A dazzling white terrace looks over the sparkling azure sea. French families sit quietly and all is calm. Suddenly the peace is shattered as a British family come stomping up the steps.

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Live Chat…all talk?

Some love it, some hate it, and it has our agents juggling multiple customers at once.  Live chat divides conversation in more ways than one.

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Creating an effective Knowledge Base

The mind of a Contact Centre Manager is constantly whirring with ways to reduce agent workload whilst improving customer experience. An impossible task? I don’t think so. Behind every good agent is a solid and reliable Knowledge Base.

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Chatbots - should we believe the hype?

Probably, yes. If you’re responsible for a contact centre and find your advisors listlessly answering the same, simple, non-specific questions every day then read on – a chat bot is likely to have a big impact on the efficiency of your operation.

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It’s not the technology – it’s the content!

Investing in new Contact Centre technology is essential - but if our customers struggle to use this technology, getting a return on investment can be difficult.

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Adexchange Media Limited
Company number: 04344957

The Old Garage, Great Milton, Oxfordshire, OX44 7NP

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