GUEST BLOG: What skills do the agents of tomorrow need?
Agents in service and sales are often the first point of contact for customers and therefore, the face of the company. A satisfied customer is fundamental to the company’s success. The agent contributes significantly to this. The moment agents talk to customers is often a stress test for the relationship – either the company tries to sell […]
GUEST BLOG: Three challenges contact centres should have overcome by now, but have they?
By Synthetix Unlike the uncertainty surrounding Brexit negotiations, the last ten years’ advances in technology (and especially AI) has helped many leading brands turn their contact centres into profit centres by improving first contact resolution, decreasing agent burnout and making their customers happy. Technology has also changed customer expectations and customer experience can no longer […]
Do you specialise in call centre Training & Development? We want to hear from you!
Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in September we’re focussing on call centre Training & Development. It’s all part of our new ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a […]
Kura becomes ‘largest independent outsourcer in the UK’
Kura has announced the acquisition of Parseq Limited’s contact centre division and Stellar UK Limited and in doing so says it has become the UK’s largest independent Outsourcer, employing around 3,000 people and with sales of £75m. These deals follow quickly on the heels of the announcement of a Joint Venture with Trident Investments based […]
GUEST BLOG: Creating an effective Knowledge Base
By Helen Thain, Content Manager, Adexchange The mind of a Contact Centre Manager is constantly whirring with ways to reduce agent workload whilst improving customer experience. An impossible task? I don’t think so. Behind every good agent is a solid and reliable Knowledge Base. An effective Knowledge Base, to help resolve customers simple and frequently occurring […]
GUEST BLOG: Most customers hate AI & chatbots for this reason…
By IFS | mplsystems There’s no doubt that artificial intelligence is going to be more and more common in customer service and support interactions. Its versatility in expanding self-service options across channels, ability to capture robust customer insights, and efficiency in handling contacts make it a very attractive investment for contact centre leaders. Customers realise […]
Join us at the Call Centre & Customer Services Christmas Party!
Yes, we know it’s still officially the summer, but we’re already looking ahead to the Christmas party season – and we’d like to invite you to join us for an evening of networking and festive cheer! The Call Centre & Customer Services Christmas Party, sponsored by Ctalk – The Contact Centre System, will gather together […]
INDUSTRY SPOTLIGHT: Capgemini Odigo – Cloud Contact Centre & Digital Communications
Give your customers an all-channel experience… Higher customer expectations With the rise of web, mobile, social media and the Internet of Things (IoT), many companies are experiencing a dramatic increase in the number of customers points of contact. Companies need to properly manage their customers’ requests, claims and any type of contact that they would […]
Eight tips to minimise customer effort and maximise customer satisfaction
Making life easier for customers is the first step towards brand loyalty and business success. Magnus Geverts at Teleopti shares his eight top tips for reducing customer effort in contact centers… All customers want is a quick and easy answer to their enquiries. It might sound simple but the two biggest annoyances for customers, which […]
INFOGRAPHIC: Behaviour change is broken
Change programmes don’t work. Even studies from those like McKinsey, who are in the change business, show 70% of change programmes fail to return any real benefit. The reasons for this are known – front line workers feel ‘done to’ & passively resist any change, & first line managers don’t model the desired behaviours, & […]
