Guest Blog, Sharon James: 5 ways to improve workforce management
Call centres are a vital and growing part of the UK economy. According to statistics from ContactBabel, there are now 6,200 contact centres across the country with employees making up over 4 per cent of the UK workforce. The call centre industry can be a tough environment to work in with a unique set of […]
italk’s ‘proactive’ approach to workforce management…
Staff motivation and retention seem to be recurring challenges that a majority of call centres are faced with. This is why, at telecommunications company, italk, we have invested considerable time and energy in perfecting our sales technique and ensuring our managers really get the most out of their workforce. What does getting the most out of employees mean to us? We […]
Forum Insight: The essential client meeting checklist…
A well prepared face-to-face client meeting can create a significant impact on the quality of existing and new business relationships; as well as vastly increasing the value of a company in the long term. Conducting client meetings is also a viable solution to sustaining business longevity which, is primarily determined by the loyalty and commitment […]
New TouchCommerce platform enables ‘intelligent automated conversations’…
The omnichannel customer engagement solutions leader, TouchCommerce, has unveiled TouchAssist, a new product which claims to enable call centres and brands to provide intelligent automated conversations; leading consumers to effectively self-serve across digital channels. The new system, which combines virtual assistant technology from Nuance Communications and is available in 20 languages, aims to provide brands […]
VoiceSage improves its SMS messaging service to overcome ‘channel complexity’…
The customer contact services provider VoiceSage, has announced the launch of the latest improved version of its SMS messaging and cloud-based voice suite. The company claims that improved solution will help organisations across multiple sectors to meet customer communications challenges; as well as optimising the potential to incorporate ‘smart’ ways to connect with the modern digital customer. Sales and marketing director at VoiceSage, Steven Robertson, said: “We have […]
TalkTalk voted as ‘worst customer service offender’ in UK call centres…
As a result of the Eckoh ‘Brick Wall Index’ study, the telecom group, TalkTalk, has been voted the UK’s ‘worst customer offender’, with Expedia coming in second and TV Licensing third. The Index, which is based on independent analysis carried out by PleasePress1.com, uncovers which call centre menus create the highest level of dissatisfaction; centred around ‘tens of thousands of […]
Xperedon launches new cloud-based solutions company…
The cloud-based software, IT and web development solutions provider, Xperedon, has introduced a new company, Umbrella Dev in a bid to ‘reflect its growing status’ as a leader of comprehensive cloud-based services for the business sector. The brand has reportedly invested more than $10 million in the development of flexible and ‘high-impact’ cloud-based software solutions […]
Guest Blog, Stuart Dorman: Placing self-service at the heart of your customer journey
Historically the customer contact sector has treated self-service as a lower cost alternative to the traditional contact centre model. Now, however, with customers looking for a much more seamless engagement experience – across sessions that might start with an app or a virtual assistant, transition into a webchat and then conclude with an email or […]
Industry Spotlight: Industry professionals come together at the Call Centre Conference
The Call Centre Conference kicked off to a great start with Chair Nicola Collister, managing director of Custerian beginning the day with some words on recent industry trends. Our attendees then sat in on some brilliant sessions led by established keynote speakers and industry experts. Our main seminars from the morning were headed up by […]
Forum News: 5 successful negotiation tips to implement at industry events…
Making the most of any time spent out of the office, and ensuring the meetings you partake in are as effective as possible, involves the expert ability of negotiation, which can make the difference between triumph and disappointment with what you set out to achieve. Look, Listen & Learn: If you talk too much, you […]