Meet with Diabolocom at the Contact Centre & Customer Services Summit!
There’s only a few weeks left until the Contact Centre & Customer Services Summit! Let’s take advantage of this virtual event to enhance your customer interactions! Diabolocom‘s 100% cloud software can be integrated to your CRM in only a few minutes. Self-service, personalized messages, post-call workflows, … Are you ready to set up the best strategies […]
Call Centre Management – Getting it right from the start
By Simon Black, CEO, Awaken Intelligence We all know how having a great contact centre manager can make the world of difference to managing your team of agents and delivering outstanding campaigns. However, with the news that Oracle, alone, sent more than 100,000 customer service agents home to work, how can you ensure that you’re still delivering […]
Safeguarding your customers from fraud before – and after – COVID-19
By Brett Beranek, VP & General Manager, Security and Biometrics at Nuance Communications The spread of coronavirus has resulted in increased uncertainty for many. Even as we hopefully begin to see light at the end of the tunnel, feelings of ambiguity have triggered a variation of consumer behaviour. Some are plunging deeper into their work […]
Everything you should know about customer experience mapping
By Simon Black, CEO, Awaken Intelligence Having the right people, the right tools and adding in the right approach is all part of the mix in creating the right level of service for your customers. But how do you know what they really want at different stages of their journey with your brand and how […]
Improving Contact Centre Performance with Mobile Messaging
By mGage With 89% of consumers willing to switch to a competitor after a bad customer service experience[1], the importance of good customer service cannot be overstated. In the recent climate, increasing pressure has been placed on contact centres across various industries. Contact centres are costly, not just because of the resources required to operate […]
FREE EBOOK: Managing Contact Centre Homeworkers – 20 Quick Tips
Being a home worker will give you (as a Manager) a different and better perspective on the unique issues and pressures facing colleagues. That said, are you finding it difficult to support your remote teams? Unsure how to motivate and boost work-at-home productivity? Or are you struggling with information security and compliance? The new eBook from […]
COVID-19: A catalyst for change in the contact centre
By Martin Taylor, Deputy CEO and Co-Founder, Content Guru When COVID-19 caused mass lockdown across the UK, nearly every single organisation was required to send its employees home to work remotely, or face having to close business operations entirely. There is no escaping the monumental impact that COVID-19 is having and will continue to have […]
WEBINAR: Leading Organisations are Embracing the GigCX Revolution – Learn Why and How
Thursday 25th June 2.00 pm (BST) / 9.00 am (EDT) Bricks and Mortar contact-centre operations continue to face challenges on multiple fronts: Increasing cost of people High levels of attrition Staff absence Limited agility to respond Rapid adoption and acceptance of virtual working Seasonal peak demands and disruptions such as COVID-19 pandemic has further exposed […]
WHITEPAPER: The best call deflection tactics to reduce calls into the contact centre
IMImobile’s new white paper looks at how digital messaging channels enable proactive and reactive call deflection to reduce call volumes and improve customer satisfaction. For any customer, “we are experiencing a higher than normal call volume” is a phrase that causes frustration. It tells them they face a lengthy wait to have their questions answered […]
Why VPN is a poor choice for enabling a remote call center staff
By Steve Bell, TalkDesk In my previous blog, I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. In this blog, I explore the challenges and pitfalls of a common alternative tactic many companies are […]