Zylinc A/S

29/07/2021

Why is Average Talk Time Important?
https://hubs.li/H0SRfYk0

Definition: Average Talk Time (ATT) is, quite simply, the amount of time an agent spends talking to customers. This metric is sometimes confused with Average Handling Time (AHT), but it is very important to understand the difference. If you don’t, [&hellip.

27/07/2021

The Best Shift Patterns for the Contact Centre https://hubs.li/H0SRfx_0

What kind of shift patterns can contact centres use?  How should they be planned? Keith Gait offers a few pointers. There are two ways that you can look at shift patterns: what works for the company and what works for [&hellip.

23/07/2021

Cloud Communications: Public, Private, and Hybrid – What’s the difference? https://hubs.li/H0SRbxw0

Daniel Yin shares why cloud communications have grown increasingly more popular in recent years. In an agile world, where technology and people are constantly evolving, the cloud is the only environment flexible enough to permit frequent change. With the cloud, [&hellip.

22/07/2021

The Role of Contact Center Agents in Product Innovation

https://hubs.li/H0SRbyl0

16/07/2021

That's why omnichannel contact centers are the way to go!

13/07/2021

The Hybrid Contact Center - all you need to know to create a supportive hybrid CC environment for your employees

https://hubs.li/H0S0_pt0

06/07/2021

Call Center Agents: Time to Get Back to the Office? https://hubs.li/H0QGYxL0

As more and more people are being vaccinated, call centers are gradually transitioning back into the office. But are agents ready to come back to work in the regular brick-and-mortar format?

29/06/2021

3 Crucial Ways to Drive Customer Success in Your Contact Center https://hubs.li/H0QG-WD0

The contact center is quickly becoming an important step in the customer experience journey, and increasingly contact center workers will be called on to deliver customer success. Here are a few suggestions for how to do it from a contact center veteran.

24/06/2021

A few weeks ago we wrote about our colleagues, Eline and Henning, who are a part of the TDC Erhverv Cykelnetværk. But did you know that there is more to the network than just keeping our colleagues super fit? For every kilometre that each of the cyclists in the network do throughout the whole season, TDC donates 1DKK to Børns Vilkår - a Danish NGO that makes sure children’s voices are heard and cared for. This year, it's been estimated that the sum will reach between 50-60 000 DKK! Besides the efforts that our Zylinc cyclists put into their weekly rides, our company is also supporting Børns Vilkår by donating our Contact Center software. As more and more kids communicate with Børns Vilkår via text messages, the organization’s main communication method recently switched from call-handling to text-handling. The change was possible and easy to implement thanks to Zylinc’s flexible multi-channel solution.

22/06/2021

Raise Your Profile! How to Turn Contact Centre Sceptics Into Fans https://hubs.li/H0QGTVG0

Fed up of negative contact centre perceptions limiting your budget, resources and potential? Nick Smith at Calabrio discusses how you can overcome these concerns and reposition your contact centre..

17/06/2021

New Study Shows How Criticism on Social Media Can Negatively Impact Your Brand | CCW Digital https://hubs.li/H0NsGxW0

New research from Harvard Business Review suggests that consistent responses to negative feedback on social media may not be as helpful as brands thought. While it’s important to proactively manage negative perception online, consistent responses may perpetuate a negative social image.

15/06/2021

Is your ogranization's contact center fitting within these metrics?