Home → Archives for Anwesha Roy
Contact Center
What’s Holding Contact Centres Back from Going Omni-Channel?
Omni-Channel vs Multi-Channel vs Multi-Modal
What is McKinsey’s ‘Moment of Truth’ in Customer Interactions and Why Does it Matter to CX?
Workforce Engagement Management
Undeniable Benefits of having Your Agents WFH
Implementing a Virtual Contact Centre
Virtual Contact Centre and 3 Signs You Should Adopt it
Virtual Queuing System and Reasons Why You Need One
Do Customers Like Queue Position Announcements?
Are Excessive Queue Times Costing Your CX Quality?
How Loved (Or Hated) Are Call Queues in 2021?
How Can DTMF Suppression Help You Stay Compliant?
Why There’s Life Left in Pause and Resume Yet
Managing Contact Centre Stress and Preventing Agent Burnout
Does a FIFO Contact Centre Callback System Work?
Understanding Queue Position Announcements and Their Impact
Conversational AI
Best Speech Analytics Software for Contact Centres
