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 […]
Outsourced contact centre launches digital division…
With a dedication to provide a ‘new type and range’ of customised and results-driven social management services to UK companies, the Southend-based contact centre, Ventrica, has announced the launch of Ventrica Digital, its sister company that will allow businesses to generate new business leads through monitoring and engagement. Furthermore, businesses will also be able to […]
EvaluAgent: Unhappy call centre workers costing UK economy £2.3 billion…
Partnering with ContactBabel and basing its research on the UK Contact Centre HR & Operational Benchmarking Report, the provider of workforce management software, EvaluAgent, has calculated that unhappy call centre employees are costing the UK economy an estimated £2.3 billion every year. Managing director at EvaluAgent, Jaime Scott, said: “A major challenge faced by many […]
CallMiner advances its speech recognition solution…
The leading provider of customer engagement analytics and speech solutions, CallMiner, has introduced a selection of substantial developments to its CallMiner Eureka speech-to-text recognition platform; claiming to deliver up to 80-90 per cent word recognition accuracy. The upgraded service will also allow an improved performance for low fidelity call recordings; in addition of up to […]
Guest Blog, George Skaff: Effectively optimising self-service tools for your call centre…
Delivering a positive customer experience is paramount to any consumer-facing organisation, yet the way in which consumers today interact with brands is very broad and this can create problems for those aiming to increase satisfaction; meanwhile reducing their cost-per-serve ratios. When you look at how consumers are contacting brands, it can be over the phone, […]
Industry Spotlight: Poor customer service results in £11 billion loss for UK firms…
According to new research from the cloud technology provider, NewVoiceMedia, poor levels of customer service in UK businesses is resulting in a £11 billion loss per year, with the main reason given by 44 per cent of consumers for leaving a company is down to ‘feeling unappreciated’. The company, which has developed an extensive portfolio of White Papers related to the discussion of […]
Forum News: The hidden costs of exhibiting at trade shows…
Without the knowledge of other costs involved, the £2000 stand you’ve just booked at your industry trade show looks like a really inexpensive way of generating new business. But is it really justifiable? Assuming you have just bought a stand and shell scheme, you will still need to consider the following costs: Show services such […]
Contact centres define omnichannel integration as a ‘challenge’…
Respondents to research conducted by the contact centre solutions provider, Aspect Software, have determined that the biggest ‘challenge’ currently facing the industry’s customer service development is integrating a text-based customer engagement service alongside other channels. Widely considered to be an essential element of the modern customer service strategy, the survey of Europe-based industry professionals found that 90 per cent said are already supporting either a Facebook or Twitter service; 74 per cent have […]