Forum Insight: Top tips for social media success while attending B2B events
Whether you’re going to a big industry expo, specialist conference or attending one of our Forums or Summits, social media can help you get the most out of the event. So we’ve pulled together five top tips to get you going… Get yourself up to date Whether you’re an attending as a delegate […]
Contact Centres Need to ‘Communicate With Customers’
A survey has revealed that an overwhelming majority of Brits have a negative perception of call centres. 90% surveyed by Aquarium Software admitted they expect to be sold something when answering a call from a centre even though that makes up just one quarter of calls made in the industry. “These results are worrying,” according […]
5 trends transforming Call Centres in 2017
The Call Centre industry is “evolving at a very rapid rate”, according to leading industry analyst Peter Ryan. “Whether it is new technologies, alternative points of delivery or taking on the growing multitude of channels needed to communicate with today’s mobile consumer, enterprises need reliability and quality,” he claims, whilst offering his predictions for 2017 […]
Positivity Pays in 2017
Almost three quarters of Brits anticipate a more positive 2017 than 2016, which could see an increase in public spending. A study by the Institute of Customer Service showed customers are 69% more likely to spend if they are surrounded by positivity, which could lead to good news for businesses as 73% expect this […]
New App to ‘Aggressively’ Change Workforce
A mobile call centre app is aiming to remove the need of computer terminals for employees without risking data security. The Verint Mobile Work View looks to allow employees constant access to workplace information regardless of time or location. With a main goal of removing the reliance on computers and web browsers, the app will […]
Forum Insight: 10 ways to succeed at networking events…
Walking into an event room full of people you don’t know can be a scary experience. However, there are proven ways to conquer this fear and make networking an enjoyable and a useful process to do business. Here, we share 10 of the best practices to eradicate those networking nerves. Plan ahead: Try to obtain […]
BT to add 500 jobs to meet customer service targets…
British Telecom (BT) has declared it will add a further 500 frontline customer service positions to its bases across the UK and Ireland. Due to the continuing growth of the company’s BT Consumer division, contact centres in Doncaster, Accrington, Swansea and Warrington are expected to benefit the most, and the new roles are in addition […]
Register now for Customer Service of the Year…
Customer Service of the Year is now open for 2018 entries! Head over to csoy.co.uk to see what the awards can offer you, including a detailed research report, personalised debriefs, and a true understanding of how your customers really feel about you. Plus, there’s an exclusive discount for Call Centre & Customer Service Summit attendees. […]
Noble’s RTSA endorsed by permanent tsb to improve contact centre performance…
Noble Systems’ Real-Time Speech Analytics (RTSA) has been adopted by the Irish banking chain, permanent tsb, in a bid to enhance all contact centre controls and further improve its customer service offering. Noble’s Composer RTSA claims to ‘listen’ to all agent interactions and assigns an individual virtual coaching partner to provide agent feedback when needed. […]
Senior business leaders holding back on adopting new technology…
New research carried out by 8×8 and the Institute of Directors (IoD) has exposed a rift between attitudes of company directors and IT managers when it comes to embracing new technology. Comparing the views of mid-level ‘hands-on’ IT managers with senior directors across more than 260 UK businesses, the research found 45 per cent of […]
