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 […]
Benefit from ZOOM International’s extensive product and service offerings…
From interaction recording to business intelligence, ZOOM International helps contact centres and back offices address compliance, service challenges, and create excellent customer experiences. Over 1,400 organisations around the world from multiple verticals like finance, healthcare, and telco trust ZOOM products for such daily tasks as voice, screen and video recording, quality management, e-learning, customer surveys, […]
New security and Web Chat features set to complement Intelecom’s existing solutions…
The provider of cloud-based multichannel contact centre solutions, Intelecom, has introduced its latest set developments which will enhance its current strategy of placing information security management and quality at the top of its priority list. The new security features build additional resilience into the contact centre environment with the introduction of two-factor authentication and an […]
Are industry professionals missing out on key cloud opportunities?
While the majority of contact centres are using cloud technology to some extent, adoption for many is ‘relatively superficial’, according to recent conducted by Aspect Software. Surveying 100 UK-based senior contact centre professionals, data indicates that even though the industry is ‘moving in the right direction’, Aspect believes the benefits of the delivery model for […]
Capstone: Building sophisticated systems to provide maximum results…
Capstone Intelligent Solutions specialise in contact centre optimisation across all channels including managing your workforce. Our solutions are designed to help your contact centres accelerate business impact, deliver consistent outcomes and innovate the customer and agent experience. The Challenge The technology sector is fast-paced, with many businesses expanding rapidly. Add to that, the complex nature […]
Attending the Call Centre & Customer Services Summit? Here are our top tips for industry networking!
If you’re coming to the next Call Centre & Customer Services Summit (or if you’ve been to one before) you’ll know just how many opportunities there are to network with your industry peers. The networking areas are where, as industry suppliers or buyers, you can follow up on conversations you’ve had during the one-to-one meetings […]
Avaya appointed to drive dnata’s digital customer experience strategy…
The multinational customer technology company, Avaya, has been appointed by one of the world’s largest air services providers, dnata to become a strategic technology partner and develop its existing customer service digital transformation strategy. Avaya Private Cloud Services (APCS) will provide a ‘complete customer experience transformation solution’ to the parent company of Hogg Robinson and Travel Republic; creating a ‘personalised and seamless’ experience […]