Call Centre

An investigation by Time magazine has found that content moderation employees working for a global business services company are working long hours, under immense pressure constantly, and all for little reward. The employees in Colombia are moderating videos posted to a popular social media app. …

Our experience with complex service cloud deployments with omni-channel routing and BYO telephony for global players. — In the past year we’ve designed three enterprise-scale call centres, all of them running on Salesforce Service Cloud with Omni-channel enabled. In this article we would like to share with you our lessons learnd, let’s quickly recap what are the key components of Salesforce Service Cloud:

“Your Call Is Important To Us,” Says The Recorded Phone Message And You Know They Really Don’t Care A Bit About Your Call. So How Can Companies Show They Care? “Your Call Is Important To Us” Messages Annoy Millions of Callers Each Year. And since the Pandemic it's only got worse. It wouldn’t be so bad if the “Your Call Is Important To Us” only happened once in a while. But it seems a permanent feature with some companies. Every…

Ten years ago, the iPad didn’t exist, Uber had only just launched in the USA and Tesla was a showcasing its first electric car. …

Call centres are one of those places that few folk aspire to work in, have an often terrible reputation and can seem impossible to escape from. …

“Our system is down” or “My Compter is on go slow”, are common replies I hear from banks, utilities and estate agents What does it say about their business? It’s certainly not giving a positive image of the business and it could be losing them a lot of business. …

I’ve worked in a couple places over the years. They’ve helped to define me and my expectations of the world. My first job was summer jobs working for Cable and Wireless as a PBX technician and then as a call centre operator for directory enquiries in the late 90’s. My…

My eyes are closed as I try to drift off to sleep. It is proving to be quite a difficult task, there’s a cacophony of noise in the form of echoes of the Skype message alert, an electronic artillery bombarding my mind. Tomorrow, it will be my ears that are…