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The Contact Centre Network debates The Future of CCaaS and Conversational AI
Feb 22, 2025
Building a Customer-Centric Contact Centre Strategy: The Key to Reversing Declining Satisfaction Trends
Oct 24, 2024
Is Customer Experience in Contact Centres Getting Worse?
Oct 12, 2024
Balancing the Human Touch and the Digital Reach: Contact Centres, AI and Emotional Intelligence.
Jul 4, 2024
Navigating Emotional Intelligence and Trust in Leadership
May 30, 2024
The role of emotional intelligence is indispensable in leadership and the global disruptions during and post pandemic, have put leadership skills to the test, particularly emotional intelligence. Leaders now, more than ever, need to adeptly manage not just the logistical aspects of their roles but also the emotional dynamics of their teams, especially given the increased prevalence of remote and hybrid work settings which has removed that watercooler conversation and the osmotic relationship we have when we are face to face with teams.
The Role of Team Leaders in Contact Centres Post-COVID
Jan 29, 2024
Are Chatbots the enemy of good customer service?
Oct 20, 2023
How Do We Help Contact Centre Customer Experience SING
Feb 12, 2023
Is outsourcing your contact centre worth it and how to make it work?
Jan 31, 2022
Speech Strategies for your contact centre….
Dec 7, 2020
You are 100 in the queue
Aug 26, 2019
5 top tips for creating a robust sales process
Apr 15, 2019
Gift of the Gab?
Mar 6, 2019
Dissecting Behaviours of Top Sales Agents
Feb 26, 2019
The Contact Centre Network – Mastering Workforce Optimisation, Insights from the WFM Trifecta!
Dec 11, 2024
How Mature is Your CX?
Oct 18, 2024
Enhancing Coaching and Performance Management in Contact Centres
Oct 12, 2024
Employee Engagement Strategies that work! Key Insights from Contact Centre Network Panel Experts
Jun 27, 2024
Seven Ways to Improve Yours and Your Team’s Critical Thinking Skills in the Contact Centre
May 10, 2024
In the contact centre, critical thinking skills are essential. These skills enable customer service agents to handle queries more effectively, it help team leaders solve problems efficiently, and focus on continuous improvement and exceptional customer experience outcomes. At FAB Solutions, we recognise the importance of fostering these abilities among our clients, their team leaders and their senior leaders
Navigating the Evolving Landscape of Employee Engagement and Quiet Quitting
Jan 29, 2024
Improving CX and EX with the Digital Trifecta! The Harmonious Triad of Digital Transformation!
Sep 7, 2023
Does Gamification in Contact Centres have unintended consequences?
Jan 29, 2023
What is High Performance Culture anyway?
Aug 6, 2021
So you are setting up a new contact centre?
Dec 2, 2020
Are you a pain reliever or stress buster?
Jul 18, 2019
4 ways of getting ROI from your sales and leadership Training
Apr 13, 2019
5 Top tips for Managing Stress and resilience
Feb 28, 2019
5 Tips for managing sales pipelines
Feb 25, 2019
How will AI Influence Learning & Development? Will It Replace The Role of The Trainer?
Nov 11, 2024
How Attitudes and Belief’s Left Unchecked are killing your Culture
Oct 14, 2024
Why AHT (Average Handling Time) is Not an Appropriate Metric for Contact Centre Agents
Jul 9, 2024
The Future of Agent Assist in Contact Centres – Reducing Cognitive Overload and Enhancing Efficiency
May 30, 2024
AI and agent assist technologies are helping to transforming the operational landscape for contact centre teams. These tools are designed to support agents by reducing cognitive overload and improving overall efficiency, leading to better customer experiences and streamlined operations. The recent webinar from the Contact Centre Network, featuring experts Jimmy Hosang and Nerys Corfield, delved into the critical role of agent assist technologies and how they can be effectively implemented.
Lessons From A FAB Five Year Old
Feb 15, 2024
How Do We Enhance Contact Centre Efficiency with Strategic Workforce Planning
Nov 14, 2023
The Crucial Link Between Trust, Psychological Safety, and Remote Work Success in Contact Centres
Aug 26, 2023
Take the phrase ‘call centre’ out of your blacklist you can’t live without the modern day contact centre – By Kai Simpson
Jul 18, 2022
Dear CC Manager: Let’s stop pretending. Your job title should be Plate Spinner
Aug 6, 2021
To Cloud or not to Cloud?
Nov 10, 2020
Create engaged employees and boost your bottom line.
Jul 1, 2019
Fast Food Generation
Mar 12, 2019
Can you really sell in a Non-advised process?
Feb 26, 2019
5 Mistakes to avoid when following up
Feb 25, 2019