Guest Blog, Richard Lane: Managing frequent training in an ever-evolving industry…
durhamlane is a company that is passionate about helping sales and non-sales employees to become the very best they can be. This is achieved through consultancy, training and coaching services – conducting, developing and delivering engaging programmes designed to create a measurable difference. The training blends a mix of theory and practical activities, and all staff are ‘business people first and trainers second’, […]
Industry Spotlight: Customer satisfaction in telecoms industry ‘on the up’, despite remaining the lowest ranked sector…
Continuing the ‘ongoing upward trend’ in satisfaction since 2011, overall customer satisfaction in the telecoms sector has reportedly increased in the last 12 months, according to the UK Customer Satisfaction Index (UKCSI) published by The Institute of Customer Service. The UKCSI, which analyses customer satisfaction levels across 13 ‘key’ industries, has given the UK telecoms sector a customer satisfaction rating of 72.9 out of […]
Genesys predicted to buy Avaya call centre business…
According to reports, the global omnichannel contact centre and customer experience solutions leader, Genesys, is in negotiations to acquire a call centre business that its peer, Avaya, is hoping to sell for an estimated $4 billion. Although sources from both parties are yet to comment on the potential deal, the sale would see Avaya, considered […]
Forum Insight: Tactics to improve your email marketing campaigns…
Although many in the marketing profession have publicly declared the platform of email to be a thing of yesteryear, it’s still evident that a majority brands and sales departments are keen to adopt an effective strategy that will connect an audience and spread the intended message. Taking a standard template, filling in the blanks and […]
Improve your customers’ experience…
Optimising the customer experience delivers significant revenue and performance benefits, yet only 14% of organisations feel they manage the end-to-end journey. Netcall’s integrated customer experience (CX) platform seamlessly manages interactions from start to finish. Deliver information to the right place at the right time, giving your agents a full view of each customer. Creating a […]
New UK call centres behind decrease in EE complaints…
After announcing its decision to move all customer service operations ‘on-shore’ earlier this year, EE has declared that customer complaints have dropped by a substantial 50 per cent. Along with other big firms, its strategy to move customer operations abroad to cut costs ultimately backfired on the provider, as many consumers reported poor levels of […]
3FOR introduces new training and call centre divisions…
The travel company support specialist, 3FOR, has announced the launch of two new divisions which aim to plug any ‘significant gaps’ in the travel industry market. The 3FOR Calling division, led by the owner of Fulfil4U, Maria Mills, will offer ‘virtual’ inbound and outbound telephone sales support, including a full service reservations facility, customer service […]
Guest Blog, Sharon James: 5 ways to improve workforce management
Call centres are a vital and growing part of the UK economy. According to statistics from ContactBabel, there are now 6,200 contact centres across the country with employees making up over 4 per cent of the UK workforce. The call centre industry can be a tough environment to work in with a unique set of […]
italk’s ‘proactive’ approach to workforce management…
Staff motivation and retention seem to be recurring challenges that a majority of call centres are faced with. This is why, at telecommunications company, italk, we have invested considerable time and energy in perfecting our sales technique and ensuring our managers really get the most out of their workforce. What does getting the most out of employees mean to us? We […]
Forum Insight: The essential client meeting checklist…
A well prepared face-to-face client meeting can create a significant impact on the quality of existing and new business relationships; as well as vastly increasing the value of a company in the long term. Conducting client meetings is also a viable solution to sustaining business longevity which, is primarily determined by the loyalty and commitment […]
