New Inisoft research reinforces importance of call centre agents
A survey of more than 2,000 consumers conducted by Inisoft has revealed that contact centres staffed by agents who were unable to make decisions rated poorly compared to contact centres that can automate processes. It also showed that 75% of consumers polled said receiving an apology was important to them, and one of their biggest frustrations was having […]
Personalised customer service is becoming industry standard, says new research
Customer service is becoming more proactive and personal as brands strive to connect and engage with their clients, according to new study. The research was carried out by the VoiceSage, as it looked to identify how firms are personalising their services, integrating methods like text messaging and automated voices alongside more traditional communication channels. A […]
Guest Blog: Tom Goodmanson: focus on your employees
Tom Goodmanson, President and CEO of Calabrio, talks about optimising your company by focussing on its greatest strength; the employees. Today’s workforce is transient—the days of a job for life are long gone. That isn’t a bad thing; we learn new skills and different approaches from every place we work. Similarly, bringing in fresh talent […]
Government cracks down on ‘modern menace’ spam
A director of Swansea-based call centre Help Direct UK has been disqualified for six years as the government are taking a hard stance against senders of spam. Director Leighton John Power was disqualified following almost 7,000 complaints being made against the company for sending thousands of unsolicited text messages without the consent of the individuals. […]
Workbooks CRM joins forces with KTN
Customer support company Workbooks CRM has partnered with cross-sector collaboration company Knowledge Transfer Network (KTN). KTN previously developed their own system to track data, but has turned to Workbooks as an updated, cloud based solution that offers to provide a ‘360 view’ of customers and accessible information. Described as ‘the UK’s innovation network’ and part […]
Guest Blog: Rich Grohol: Should small businesses ignore the chatbots fad?
Rich Grohol is the Chief Executive Officer of Telsis. Telsis partners with Network Operators to develop services such as real-time fraud prevention, nuisance call screening, inbound call management and a range of other solutions for network operators and enterprise customers. Yorkie: Not for girls. That was the provocative slogan for one of Yorkshire’s popular chocolatiers. […]
Customer service centres need to extend working hours
As the working day for those in customer service continues to evolve, a report by CallCare has identified some of the big changes the industry is set to face. Contact centres need to be prepared to deal with customers both earlier and later than previous years, according to the report, which showed an increase in calls […]
Industry Spotlight: Kura embarks on major expansion programme
Kura has been selected as a strategic partner for energy giant Scottish Power for the next five years, making Kura its largest outsourcing partner. This new contract will see business expand into new regions including Forres, Morayshire and the Sefton area of Liverpool, securing 500 jobs and adding 700 seats to their expanding portfolio. This […]
Embrace remote working and save billions, suggests new report
Sudden cold snaps risk billions to the British economy, but the solution could be closer to home, according to a report by 8×8. Transport issues and availability in cold weather can affect quarterly economic earnings by around £2.5 billion, but 63 per cent of employees aren’t comfortable to suggest working from home, and 37 per cent […]
Forum Insight: 10 ways to succeed at a Networking Event
Walking into a meeting room full of people you don’t know can be a scary experience. But there are proven ways to conquer this fear and make ‘networking’ enjoyable, useful and a great way to do business. Paul Rowney is here to present 10 of the best ways to nuke those networking nerves! Plan ahead: […]
