6 ways to reduce AHT in multichannel contact centres…
The leading provider of cloud-based contact centre solutions, Intelecom, has compiled an essential guide on how industry professionals can effectively manage Average Handle Time (AHT) in multichannel contact centres. As the VP of Product and Marketing, Thomas Rødseth details, the frequent discussions of customer effort and customer experience management, it is imperative for all service managers to improve on efficiency; as well as recognising the importance of centre performance measures such as AHT. […]
Start to nurture future budding customer service professionals, says Teleopti…
Workforce management consultant at Teleopti UK, Ben Willmott, explains the three simple workforce management strategies to attract the brightest young talent, and keep ahead of the competition. From transforming a contact centre environment to suit the next generation of digitally-led professionals, to introducing gamification by accommodating the trend of constant feedback; following the three strategies […]
Guest Blog, Gail Partridge: Holding memorable conversations with your customers…
Delivering a first-class customer experience should be the number one priority for any brand – it really is that important. It affects perceptions and memories of a business, and encompasses everything a customer goes through with that company. The contact centre is an important part of this, often called into action when something with the […]
Industry Spotlight: “It’s up to you how to handle social channels, but choose wisely”…
The term ‘call centre’ usually conjures up images of vast open office spaces, occupied by dozens of telesales representatives parked in front of computer screens with their omnipresent headsets. Gone are the days where the primary source of communication is by telephone. In the digital age, many consumers decide to take to their desktop when […]
Forums vs Expos – how to maximise your precious time out of the office…
With a majority of ‘expert’ advice on Expos being somewhat outdated or, like with many businesses, asserting too much emphasis on easy routes rather than methods that actually work, it’s no wonder people get frustrated and disconcerted when they are looking to effectively network and source new connections without it lessening quality time spent in […]
Wilmac and Business Systems continue Global Partnership Alliance development…
Well into the second year of its formation, the Global Partnership Alliance created by Business Systems and Wilmac continues to grow in strength by addressing the increasing need for ‘exceptional support and service’ on a global scale, in regards to recording technologies and other related solutions. Amassing 18 partners across 39 countries, the Alliance – […]
Modern ‘consumer-like’ software tools make happier customer service agents…
A new study conducted by Aspect Software – an industry leader in providing fully-integrated consumer engagement and workforce optimisation solutions – has determined that a more desirable software user interface can greatly improve agent performance. In association with Pelorus Associates, ‘The Aspect Agent Experience Study’, which polled 400 contact centre executives ranging from manager to […]
[24]7 and Amdocs partnership introduces ‘powerful’ self-service support…
A ‘strategic’ partnership formed by the global customer engagement solutions provider, [24]7 and the customer experience software provider, Amdocs, promises to deliver ‘intelligent, personalised customer support’ across all service channels including email, voice, chat and web; meanwhile reducing the time and costs associated with setting up consumer self-service. The combination of both offerings claims to […]
Guest Blog, Debbie Nolan: Cultivating customer engagement with social media…
The ubiquity of social media has changed the relationship between brands and consumers, government and citizens, and businesses and their suppliers at an unprecedented pace. Tech savvy, time poor consumers have now taken charge of how they get in touch with their favourite brands. This power shift means that organisations must embrace social media as […]
Industry Spotlight: PeopleTECH – how to get the most out of social media in contact centres…
The past decade or so has witnessed the astonishing rise of social media. It has changed the way we communicate with friends and family; how we consume news; how we share photos; how we look for a new job and much more – there are an estimated 1.65 billion active daily users on Facebook alone. […]
