Inisoft: Happy Agents = Happy Customers…
Now more than ever, people are the most important asset in the contact centre. Technology has advanced to the point that most simple issues can be resolved digitally, without an employee’s involvement. However, this means that when a customer does need to speak with an agent, issues are highly complex, and customers are often more frustrated […]
Guest Blog, Amanda Johnson: Top tips for introducing a business continuity management strategy…
Business Continuity involves building resilience in your organisation by identifying its key products and services and the critical activities that underpin them, then devising strategies so that you can trade through a disruption and recover afterwards. Most organisations recognise the importance of having a Business Continuity plan in place, but perceive the process to be […]
Guest Blog, Darryl Beckford: Merging the new with the old – disruptive technologies for contact excellence…
Customer expectations have never been higher, and the contact centre has been heavily affected by the rising ‘bar’ for contemporary customer experience, fuelled by rapidly evolving consumer technologies. But in reality, many struggle to reconcile antiquated operations with strategic digital ambitions. The danger is that without improving the customer experience and breadth of service available […]
Industry Spotlight: New original research from Kura and the CCA…
For most contact centre professionals, delivering consistently good customer experience across multiple channels and touchpoints is the ultimate goal. Understanding the complex landscape of changing customer expectations, as well as the opportunities offered by technological innovations, means that this goal requires continuous adaptation. With this in mind, Kura teamed up with the CCA to understand […]
Forum Insight: Savvy SEO tips for start-ups that won’t break the bank…
With 50 per cent of new businesses failing within five years, recent research has revealed that many small businesses are missing out on opportunities to market online due to a lack of digital knowledge. The research from 123 Reg found that 73 per cent said they did not advertise online and 42 per cent reported […]
BA to ‘outsource more than 1,000 UK call centre jobs’…
A spokesman for British Airways (BA) has confirmed that the airline is considering outsourcing its UK contact centre operations in a bid to reduce costs at its Manchester and Newcastle sites. Branded “a slap in the face” to its employees by the trade union, Unite, BA – owned by International Airlines Group – has reportedly already asked outsourcing firms to assess the two call centre sites […]
GRS predicts five ‘rapid’ trends for call centres in 2017…
Global Remote Services (GRS) has come up with five trends set to transform the call centre industry next year with the assistance of industry analyst Peter Ryan. Acknowledging that Brexit and continued digitalisation will potentially bring many new opportunities to the sector, both parties claim: Self-serve will grow with chatbots, apps and mobile: By 2020, […]
RSVP launches ‘Artists’ division at new Manchester site…
The outsourced call centre company RSVP has introduced its in-house actors agency, RSVP Artists, to the recently opened MediaCityUK site in Manchester. The company, which has been employing actors for the past 28 years at its London office, has extended the existing agency to its newly-appointed Manchester workforce that opened its doors in October. RSVP Artists will offer a wide range of talent […]
Banking and financial services top UK customer satisfaction league…
The banking and financial services sectors have the best levels of customer service satisfaction in the UK, according to statistics from Bright’s first ever ‘Industry Satisfaction Survey’ as part of its latest Customer Experience Report. Based on insights gathered from more than 1.5 million post-transaction surveys in 2016, the fourth annual report considered key elements […]
Guest Blog, Heather Richards: The ‘crystal ball’ of customer service…
If the US election result tells us anything, it’s that the ability to predict results is neither easy nor guaranteed. Any pollster or political commentator can now tell you that there’s a world of difference between what someone says and what they actually mean. It’s something that centre agents instinctively know to be true; customers can ask the same question in […]
