Guest Blog, Steven Robertson: Using omnichannel as a direct route to customer engagement success…
It’s no secret that smart use of the right contact channel and judicious use of customer data is the foundation of the sort of responsive customer service today’s digital consumer demands. Let’s look at the best ways of getting to that destination and how you can ensure you are rightly supporting your customer base… Being […]
Industry Spotlight: CCA International’s 6 steps to ‘keeping it real’…
I recently watched a brilliant comedy routine involving a man with a thick Scottish accent trying to purchase cinema tickets from an automated phone line. “I began to encounter some difficulties,” he joked, as the machine blankly responded that it didn’t quite catch what he was saying. The comedian suggested that the Glasgow cinema must […]
Forum Insight: Business-proof your company and personal social media…
Of course, garnering a substantial social media following is important to all industry professionals and companies as a whole; however, a select few are still not implementing the basics to optimising their social presence. More than likely, your profiles will be the first thing new users look at to find out more information, and often dictate how your business, […]
NewVoiceMedia announces industry-leading global ‘call routing architecture’…
Cloud technology provider, NewVoiceMedia, has announced the introduction of its industry-leading global ‘call routing architecture’ which claims to provide a dramatic improvement in call quality for organisations managing contact centres across multiple locations. The ‘ContactWorld’ solution is described by the company as a ‘multi-tenant intelligent communications platform’ that enables centre representatives to conduct more successful […]
6 ways to reduce AHT in multichannel contact centres…
The leading provider of cloud-based contact centre solutions, Intelecom, has compiled an essential guide on how industry professionals can effectively manage Average Handle Time (AHT) in multichannel contact centres. As the VP of Product and Marketing, Thomas Rødseth details, the frequent discussions of customer effort and customer experience management, it is imperative for all service managers to improve on efficiency; as well as recognising the importance of centre performance measures such as AHT. […]
Start to nurture future budding customer service professionals, says Teleopti…
Workforce management consultant at Teleopti UK, Ben Willmott, explains the three simple workforce management strategies to attract the brightest young talent, and keep ahead of the competition. From transforming a contact centre environment to suit the next generation of digitally-led professionals, to introducing gamification by accommodating the trend of constant feedback; following the three strategies […]
Guest Blog, Gail Partridge: Holding memorable conversations with your customers…
Delivering a first-class customer experience should be the number one priority for any brand – it really is that important. It affects perceptions and memories of a business, and encompasses everything a customer goes through with that company. The contact centre is an important part of this, often called into action when something with the […]
Industry Spotlight: “It’s up to you how to handle social channels, but choose wisely”…
The term ‘call centre’ usually conjures up images of vast open office spaces, occupied by dozens of telesales representatives parked in front of computer screens with their omnipresent headsets. Gone are the days where the primary source of communication is by telephone. In the digital age, many consumers decide to take to their desktop when […]
Forums vs Expos – how to maximise your precious time out of the office…
With a majority of ‘expert’ advice on Expos being somewhat outdated or, like with many businesses, asserting too much emphasis on easy routes rather than methods that actually work, it’s no wonder people get frustrated and disconcerted when they are looking to effectively network and source new connections without it lessening quality time spent in […]
Wilmac and Business Systems continue Global Partnership Alliance development…
Well into the second year of its formation, the Global Partnership Alliance created by Business Systems and Wilmac continues to grow in strength by addressing the increasing need for ‘exceptional support and service’ on a global scale, in regards to recording technologies and other related solutions. Amassing 18 partners across 39 countries, the Alliance – […]
