Attending the Call Centre & Customer Services Summit? Here are our top tips for industry networking!
If you’re coming to the next Call Centre & Customer Services Summit (or if you’ve been to one before) you’ll know just how many opportunities there are to network with your industry peers. The networking areas are where, as industry suppliers or buyers, you can follow up on conversations you’ve had during the one-to-one meetings […]
Avaya appointed to drive dnata’s digital customer experience strategy…
The multinational customer technology company, Avaya, has been appointed by one of the world’s largest air services providers, dnata to become a strategic technology partner and develop its existing customer service digital transformation strategy. Avaya Private Cloud Services (APCS) will provide a ‘complete customer experience transformation solution’ to the parent company of Hogg Robinson and Travel Republic; creating a ‘personalised and seamless’ experience […]
Technology designed with your customers in mind…
Seamless customer engagement begins and lasts with Netcall. Whether you are looking to refresh or replace your contact centre telephony or join up legacy systems and processes, we can work with you to enhance and personalise customer experience. Netcall’s integrated customer experience (CX) platform seamlessly manages interactions from start to finish. Create a positive customer […]
6 ‘major pain points’ identified in ContactBabel’s annual report…
The 14th edition of ContactBabel‘s annual ‘UK Contact Centre Decision-Makers’ Guide’ has been released by the industry analyst firm, which focuses on the operations, performance, technology and HR aspects of UK contact centre operations. Based on a random sample of the industry, a detailed questionnaire was presented to 216 contact centre directors and managers to complete between June and August 2016, and analysis of all collected responses was conducted in […]
‘Your call is valued’ most annoying queue time feature, Which? reveals…
A new study of 2,260 Which? members found that being told ‘your call is valued’ was the most annoying feature when waiting in a queue for an operator to answer (47 per cent); followed by being directed to the company’s website (28 per cent) and apologies for all operators being busy (11 per cent). Regarding sounds played over the phone whilst waiting, an engaged […]
Guest Blog, Steve Ball: The 8 things millennials really want from customer service
Struggling to understand what makes your millennial customers tick? Here’s what they really want from your contact centre. It can sometimes be difficult to understand what constitutes a great customer experience for the millennial generation. We know about their lofty expectations, their habitual use of technology and their willingness to vote with their feet if […]
Guest Blog, Steven Robertson: Using omnichannel as a direct route to customer engagement success…
It’s no secret that smart use of the right contact channel and judicious use of customer data is the foundation of the sort of responsive customer service today’s digital consumer demands. Let’s look at the best ways of getting to that destination and how you can ensure you are rightly supporting your customer base… Being […]
Industry Spotlight: CCA International’s 6 steps to ‘keeping it real’…
I recently watched a brilliant comedy routine involving a man with a thick Scottish accent trying to purchase cinema tickets from an automated phone line. “I began to encounter some difficulties,” he joked, as the machine blankly responded that it didn’t quite catch what he was saying. The comedian suggested that the Glasgow cinema must […]
Forum Insight: Business-proof your company and personal social media…
Of course, garnering a substantial social media following is important to all industry professionals and companies as a whole; however, a select few are still not implementing the basics to optimising their social presence. More than likely, your profiles will be the first thing new users look at to find out more information, and often dictate how your business, […]
NewVoiceMedia announces industry-leading global ‘call routing architecture’…
Cloud technology provider, NewVoiceMedia, has announced the introduction of its industry-leading global ‘call routing architecture’ which claims to provide a dramatic improvement in call quality for organisations managing contact centres across multiple locations. The ‘ContactWorld’ solution is described by the company as a ‘multi-tenant intelligent communications platform’ that enables centre representatives to conduct more successful […]
