Megan Jones

Empathy Studios. former reporter @BeaconNews TheDailyIllini grad/former EIC. Loves bad karaoke, boating & Three Lakes, WI. [email protected]

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Articles

MaxContact Acquires Curious Thing’s Tech to Expand AI Capabilities

2 weeks ago | callcentrehelper.com | Robyn Coppell |Megan Jones

MaxContact has acquired the technology and assets of conversational AI company Curious Thing, aiming to strengthen its existing AI offering and enhance contact centre operations. The integration of Curious Thing’s platform will support the development of AI agents designed to manage routine customer interactions such as appointment scheduling or quote requests. This allows human agents to focus on more complex, high-value tasks.
10 Game-Changing Ways Emotion Will Shape the Future of CX

1 month ago | callcentrehelper.com | Megan Jones |Jo Robinson

Emotions play a crucial role in shaping brand loyalty and nurturing long-term customer relationships. That’s why industry leading contact centres harness this emotional intelligence to set themselves apart with unforgettable experiences. The best part? This is only the beginning! So, what does the future hold?
How to Define Career Paths in Your Contact Centre

2 months ago | callcentrehelper.com | Megan Jones |Jo Robinson

Investing time in creating career paths in your contact centre can pay dividends in improving staff retention and agent morale and even supporting your business continuity planning. So, are you doing enough to champion your agents’ careers?
Perfect Your Automated Customer Service Emails

2 months ago | callcentrehelper.com | Megan Jones |Jo Robinson

Automated customer service emails are commonplace in the contact centre, but they are not always as effective as they could be.
New Ways to Empower Agents in 2025

2 months ago | callcentrehelper.com | Megan Jones |Jo Robinson

Empowering agents has always been key to delivering exceptional customer experiences, but the means to achieve this are constantly evolving. So, what’s now possible in 2025? We asked the experts to find out…Providing self-scheduling capabilities is a great way for contact centres to empower their agents. Giving agents control over their schedules, allowing them to move their breaks or adjust call times, can have a huge impact on their work–life balance and job satisfaction.
How to Protect Your Agents From Customer Abuse

Jan 15, 2025 | callcentrehelper.com | Megan Jones |Jo Robinson

Customer abuse is a sad reality all contact centre employees have to deal with. So how do you protect your agents – physically and mentally – when these instances occur? Our Editor, Megan Jones, spoke to Alec Bowman-Clarke, Jessica Ham, Kim Ellis, and Marianne Withers to uncover some of the best strategies you can use to help your agents. It’s a positive step to add “We do not tolerate abuse to our staff” messages into your IVR, but no good if it’s an empty statement.
Customer Service Security - 8 Effective Tactics for 2025

Jan 14, 2025 | callcentrehelper.com | At Sprinklr |Megan Jones

Aksheeta Tyagi and Ruchi Madan at Sprinklr explore the growing importance of customer service security and provide best practices to help agents protect both customer trust and enterprise data integrity. Customer service agents are more than just problem solvers – they’re also custodians of sensitive customer data, making security a critical aspect of their work.
Get Your Hybrid Strategy Working Again

Jan 12, 2025 | callcentrehelper.com | Megan Jones |Jo Robinson

Is your hybrid working strategy limping along? Has anything really changed since Covid restrictions first began to ease? Is it time to start doing things better? To find out what best practice looks like right now, our Editor, Megan Jones, spoke to Adam Boelke, Bryce Ackerman, Jamie Storer, and Kim Ellis (and also put the spotlight on Superdry) on how to whip your hybrid working strategy into shape.
Quick Wins to Get the Most Out of Your WFM System

Dec 11, 2024 | callcentrehelper.com | Robyn Coppell |Megan Jones

Workforce management (WFM) systems are powerful tools that save time, improve efficiency, and support your team, but they are not always fully utilized to deliver the best possible results. To find out how you can be sure to get the most out of your WFM system, we spoke to Dan Smitley, Founder of 2:Three Consulting, for his top advice.
25 Contact Centre Predictions for 2025

Dec 4, 2024 | callcentrehelper.com | Dave Vernon |Megan Jones |Jo Robinson

As we come to the end of 2024, we asked our industry experts “what’s in store for 2025?” and they delivered!From new industry benchmarks, the skills agents will really need, and how technology is redefining the art of the possible, 2025 is set to be an even more exciting year than 2024. Want to continue the conversation? Why not join our live webinar on The Future of Contact Centres in 2025 on Thursday 5th December 2024 at 2pm BST.