CASE STUDY: How the Kennel Club transformed its contact centre
Delivering an outstanding service to its customers is paramount to the Kennel Club, but its original contact centre system was in need of updating… The Kennel Club is the UK’s largest organisation devoted to dog health, welfare and training. Its objective is to ensure that dogs live healthy, happy lives with responsible owners. The Kennel […]
Let’s talk about Omnichannel and… UNICORNS
Sesui’s CTO Manveer Mangat discusses omnichannel strategies – and unicorns… Yes, that’s correct… unicorns. Or better still… mermaids and centaurs. Or for that matter, omniagents. Yes, omniagents; the most mythical creature of all. That one contact centre agent with the linguistic ability to be a gifted email writer, snappy Tweeter, capable call agent and vibrant […]
SAVE THE DATE: Call Centre & Customer Services Summit
The next Call Centre & Customer Services Summit will take place on September 17th & 18th 2018 at the Hilton Manchester Deansgate. This highly-focused event will once again put you in touch with innovative new suppliers and solution providers, as well as giving you access to insightful seminar sessions. It is entirely free to attend […]
Dialo.ga increases revenue by 30% in 2018
Dialo.ga secured an increase in sales of 30% in 2018, reaching total revenue of £54 million for the year and EBITDA slightly above £9 million, representing a growth of 47% over 2017. The company closed its 2017 fiscal year with an EBITDA of £6.1 million. Dialo.ga says its 2017 sales and 2018 contracts are largely […]
GUEST BLOG: How to deliver great customer experiences without the hype, politics or drama
By Synthetix 2018 is not quite half way and already this year has many of us concerned about what the future might hold, with the UK’s Brexit date less than a year away. The volatile political events during 2016 has set the scene, ‘dominoing’ into 2018. And many UK businesses are operating in ‘limbo’ – […]
GUEST BLOG: Immersive Support – Revolutionising customer interactions through Virtual and Augmented Reality
By Pole To Win Immersive technologies like Augmented Reality (AR) and Virtual Reality (VR) are revolutionising many industries and the way we conduct our day-to-day lives. With consumer uptake continuously rising, businesses are on the cusp of being able to assume that a significant proportion of their customers will have access to immersive tech capabilities. […]
Email in contact centres: 5 reasons to give it a second chance
Colin Hay at Puzzel assesses the latest research and believes it’s time to raise the bar for humble emails… Despite being the first of the non-voice multimedia channels, email was initially doomed to failure when it was introduced well over 10 years ago. With response times stretching into many days, if not weeks, appalling levels […]
GUEST BLOG: Are efforts to reduce contact centre volumes harming your customer experience?
By Synthetix Customer experience in one industry sets the bar and shapes expectations for all experiences. This has never been more true and applies to many aspects of our lives. I wonder how many people have walked into a hair salon, clenching a photo of what they would like their hair to look like, just […]
Jabra launches Engage headset brand
Jabra has rolled out a new headset brand, promising noise-cancelling microphones, three times user density, new security features and long-range mobility. The Denmark-based company says Engage is a new class of DECT wireless professional headset, having been designed following research into the challenges facing call-centric businesses. As such, Jabra say the range is a response […]
Last chance to register for the Call Centre & Customer Services Summit
Time is running out for you to join 65 other industry peers at the Call Centre & Customer Services Summit, which takes place on April 23rd & 24th at the Radisson Blu Hotel, London Stansted. This highly-focused event will put you in touch with innovative new suppliers and solution providers, as well as giving you […]
