GUEST BLOG: How to avoid the cost of a disgruntled customer
Customers are paramount to business success. Ensuring your business maintains customer satisfaction throughout the entire customer journey is a complex and important process, as the cost of getting it wrong and creating a disgruntled customer can be huge. Mandy Holford, director of customer services at Echo-U, a contact centre that delivers customer service on behalf of […]
GUEST BLOG: How outbound dialling can work for your company
Christian Thorsurd, product manager at telecommunications service provider, Puzzel, explains how outbound dialling can be used as a powerful outreach tool by embedding it into agent culture and the customer journey… Whatever way you look at it, traditional outbound dialling has received bad press over the years. From simple calls for contact list updating, surveys or […]
IMImobile & Forrester to host webinar “Chatbots & Customer Service Trends in 2018”
Businesses must transform their customer service strategies to meet the rising expectations of today’s digitally savvy customers. They face challenges such as the integration of mobile and digital communication channels into their existing contact centre infrastructure as well as building and deploying AI-powered chatbots to increase contact centre KPIs. On this webinar guest speaker Ian […]
Q&A: Five minutes with… Kirsty Ferguson, Premier CX
In a new regular feature, we talk to some of the leading suppliers to the call centre & customer services industry about trends, challenges and top Netflix shows. First up is Kirsty Ferguson, Executive Assistant to the Director of Sales at Premier CX… Tell us about your company, products and services… Premier CX is an […]
RECOMMENDED: Do you provide Agent Coaching Services? We want to hear from you!
Each month on Call Centres Briefing we’ll be shining the spotlight on a different part of the customer care market, starting in February with Agent Coaching & Monitoring. 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 supplier of […]
GUEST BLOG: Integrated CX and QA – Drive engagement through uniting teams
Increasing productivity, efficiency and customer retention by aligning QA and CX teams in a multilingual, multidisciplinary environment, by By Pole To Win… Beginning as two separate entities, Quality Assurance (QA) and Customer Experience (CX) historically existed independently in software development and support services, but as customer engagement and retention have become increasingly important, companies have strived […]
Don’t miss out! Register today for the Call Centre & Customer Services Summit
Secure your place at the UK’s leading customer care industry event, which takes place on April 23rd & 24th 2018. The Call Centre & Customer Services Summit gives you the opportunity to meet with new solution providers, network with peers and attend inspiring seminars. As our VIP guest, you’ll also enjoy full hospitality throughout the two days, […]
INDUSTRY SPOTLIGHT: A Team Manager’s Perspective – Their response on new advisor research
Kura has just released the latest blog from one of its Team Managers, describing the role of the advisor and what they believe organisations need to do to improve the role for the advisor and in effect, how this will improve customer experience. This blog is in response to the latest CCA research sponsored by Kura and Inisoft. […]
Sheffield telemarketing boss offers to save 250 Carillion call centre jobs
The CEO of a telemarketing company has offered to save the jobs of over 250 Carillion staff at its Sheffield call centre by taking on the staff and contracts of the troubled FM and construction company. Anthony Hinchcliffe, CEO of Sheffield-based Ant Marketing, is confident that he can keep the company’s contracts within the city of […]
Scottish police spend £100K fighting £62K wage payout
Police chiefs in Scotland are fighting to block a £62,000 wages payout to call centre staff almost 12 years after workers realised that they were being underpaid. Some 67 workers at Glasgow Govan Centre lodged a collective grievance with union backing in 2008 after police bosses decided not to pay staff extra for working night […]
