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What Is a Sticky Agent? 

What Is a Sticky Agent? 

When a customer contacts a business multiple times, it's natural for them to prefer speaking to the same representative. This desire for consistency in communication is where the concept of a sticky agent comes in.
Daniel Harding

Daniel Harding

5 mins read
What is a Blended Call Centre?

What is a Blended Call Centre?

A blended call centre refers to a contact centre that deals with both inbound and outbound calls. There are many advantages to a blended call centre; however, it can come with some disadvantages too. Throughout this blog, we will...
Daniel Harding

Daniel Harding

5 mins read
Top 10 Voicemail Greetings For Your Business

Top 10 Voicemail Greetings For Your Business

First impressions matter for any business, especially when made over the phone, which is why it’s so important to have professional greetings that accurately reflect your business.
Daniel Harding

Daniel Harding

9 mins read
MaxContact Strengthens Conversational Voice AI Offering with Acquisition of Curious Thing AI

Latest News

MaxContact Strengthens Conversational Voice AI Offering with Acquisition of Curious Thing AI

Daniel Harding

Daniel Harding

3 mins read
What is Call Centre Shrinkage and How to Calculate It?

What is Call Centre Shrinkage and How to Calculate It?

Call centre shrinkage refers to the time when agents are unavailable to handle customer calls, whether due to planned activities like breaks and training or unplanned events such as illness.
Daniel Harding

Daniel Harding

6 mins read
Call Centre Burnout: Causes, Signs, and How to Prevent It

Call Centre Burnout: Causes, Signs, and How to Prevent It

Call centre agents are at risk of burnout, pushed to their limits by fast-paced, performance-driven environments.
Daniel Harding

Daniel Harding

7 mins read
The Ultimate Guide to First Call Resolution: Best Practice, How to Calculate, and Ways to Monitor

The Ultimate Guide to First Call Resolution: Best Practice, How to Calculate, and Ways to Monitor

First Call Resolution (FCR) refers to the ability to resolve a customer’s issue during initial contact with your support team, without the need for follow-ups or escalations.
Daniel Harding

Daniel Harding

5 mins read
Chatbots vs Conversational AI: What’s the difference?

Chatbots vs Conversational AI: What’s the difference?

Daniel Harding

Daniel Harding

5 mins read
20 Effective Customer Service Questions

20 Effective Customer Service Questions

Great customer service begins with asking the right questions. One of the most effective ways to understand how your customers feel is to simply ask, and the way you phrase those questions can shape the entire customer experience.
Daniel Harding

Daniel Harding

7 mins read