Debut Call Centre Meet Up brings industry together
Here at the Call Centre and Customer Services Summit, we are all too aware how hectic the call centre industry can be. With demanding hours, tough calls and even tougher targets, it can feel a bit overwhelming at times. So, it is always heartening to meet and connect with others in the industry to remind […]
Driving down customer churn
Some of the main reasons for high customer churn are the loss of trust in the company, lack of knowledge by service representatives and a poor customer journey. It is important for all businesses to know what their areas for improvement are and ensure that they understand their customers full journey when buying from them. […]
Are Artificial Intelligence customer service agents the vision of the future?
A new artificial intelligence computing system has been unveiled, which promises to transform the global workforce. Named ‘Amelia’ after American aviator and pioneer Amelia Earhart, the system is able to shoulder the burden of often tedious and laborious tasks, allowing human co-workers to take on more creative roles. International IT company IPsoft launched the AI […]
The key to planning and implementing a successful multi-channel strategy
When devising and planning a successful multi-channel strategy, the importance of ‘value’ to the customer is key. And while there is no set formula that can be applied uniformly across the board, experienced customer service managers will tell you there are certain constants that should always form the backbone of any strategy: Know your audience […]
How ‘artificial aggression’ could soon be helping your business
Watch most science-fiction these days and you won’t fail to notice constant warnings about the inevitable and unstoppable rise of artificial intelligence (A.I.). But it looks like customer service agents should be getting used to ‘artificial aggression’ much sooner. New Zealand-based tech firm Touchpoint has spent more than £230,000 developing an ‘angry’ software programme called […]
A staggering 9 in 10 contact centres are ignoring customer ‘experience’ demands
Since the rise of mobile and connected devices, contact centres have seen a sharp increase in customers demanding a service ‘experience’ across numerous channels. Furthermore, they expect a company to be able to recognise their ‘journey’ of interactions on those various different channels. Unfortunately, supply has yet to meet demand — a recent WebHelp survey […]
Mystery callers and how they can help your business
The ‘mystery caller’ concept — adapted from the ‘mystery shopper’ — is an effective, but relatively unheralded technique in agent training. With monitors posing as ‘customers’ unbeknownst to staff, a firm can assess levels of service whilst pinpointing any issues within the customer experience with calls as they would be taken, not in the ‘falsity’ […]
Contact centres one of the UK’s ‘biggest bugbears’
Call centres are the nation’s biggest bugbear – especially those based outside the UK – according to new research carried out by Which? consumer group released last week. Having surveyed 100 major UK brands and more than 3,500 consumers, the results found that 46 per cent of people said they were irritated by call centres […]