Industry Spotlight: New original research produced by Kura and the CCA…
Service executives are challenged on a daily basis with improving their customer service offerings. Through new, original research, Kura and the CCA asked the critical questions to understand where businesses are positioned today and their ambitions for the future. Our infographic displays some of the key highlights from this research. Interestingly, one in five respondents believe that their customer service advisors […]
Looking for a new call centre event to attend? You need the Call Centre & Customer Services Summit…
With the next Call Centre & Customer Services Summit taking place on April 24 & 25 at the Radisson Blu Hotel, London Stansted, we thought we’d give you a few reasons to book your place at the event nice and early. Put simply, if you’re looking for a new and informative call centre and customer […]
Online billing making customers ‘disengaged’ with service providers…
New consumer research has revealed that one in three customers are ‘disengaged’ with businesses due to the growing use of online billing. Surveying 1,000 UK households, Echo Managed Services suggests online billing is potentially placing businesses and service providers at risk of losing touch with their customers. The outsourced centre does acknowledge the benefits to […]
TDBC to apply 8×8’s cloud-based telephony system…
Taunton Deane Borough Council (TDBC) will introduce cloud-based technology provided by 8×8 from early December in a bid to improve the council’s staff productivity and service offering for its 140,000 local residents. The roll-out will give staff members access to advanced telephony features including intelligent call routing for residents to be directed to the most appropriately skilled agent first time. The new cloud system […]
Shop Direct launches WhatsApp-style service platform…
Shop Direct has applied a conversational user interface (CUI) technology to its service offering by launching ‘Very Assistant’ for customers to find answers to their questions in a WhatsApp–style chat environment. The owner of Very.co.uk, Littlewoods.com, VeryExclusive.co.uk and LittlewoodsIreland.ie has initially made the automated platform available via the Very.co.uk iOS app, and claims the technology makes the user journey even simpler for […]
Ventrica expands contact centre to meet omnichannel service demands…
Continuing an ‘impressive growth period’, Ventrica will be introducing a new contact centre ‘penthouse suite’ due to the increased demand for its omnichannel customer service offerings. The Southend-on-Sea based outsourced centre will open a roof-top wing, 19,000 sq ft site in 2017, expanding its current workforce of 280 agents to 480 full and part-time staff within the next year, and plans for an additional site […]
Guest Blog, Simon Pennie: The power of great customer service…
Businesses spend vast amounts of time, money and resources to build a brand that customers love. But if they fail to ‘put their money with their mouth’ is – by investing in delivering top notch customer service in their contact centres – they risk squandering their hard-earned reputation. In an era of fierce competition and […]
Industry Spotlight: Finding the ‘perfect fit – the psychology of contact centre recruitment…
Brona Ratcliffe, head of contact centres HR at Domestic & General, oversees more than 900 employees at the company’s Nottingham-based contact centre. Domestic & General employs more than 2,500 employees in the UK and, last year alone, handled eight million calls, spending three billion hours on the phone. Here, she explains how Domestic & General […]
Forum Insight: Customer engagement methods to maintain strong relationships…
Now more than ever, customer communication methods are becoming varied and diverse. Trade exhibitions, social media platforms, focus groups and surveys, personalised email campaigns – the list is endless. But which methods will prove to be the most effective for your business? Before investing too much time and effort into just one, think carefully about […]
‘Tipping point’ between traditional and digital service identified by Verint…
The results of a large-scale study of more than 24,000 consumers in 12 countries commissioned by Verint Systems Inc. has identified a ‘tipping point’ between digital and traditional customer service; indicating that, despite the rise in digital customer service channels and options, 79 per cent of consumers prefer ‘human touch’ to remain a part of […]
