One fifth of customers directed through to a business on the first phone call…
As a result of research surveying 2,010 UK-based adults and commissioned by the provider of global Enterprise Communications as a Service (ECaaS), 8×8, the organisation has found that just one in five customer calls are directed to businesses the first time. Furthermore, even when customers do manage to get through on the first try, 12 […]
Report highlights ‘telephony’ self-service status in the UK market…
In the ninth installment of its ‘Inner Circle’ series focusing on subjects including; cloud-based contact centres, self-service, outbound & call blending, customer interaction analytics and PCI DSS compliance, findings of ContactBabel‘s ‘The Inner Circle Guide to Omnichannel Customer Contact’ report indicated that 32 per cent are currently offering a full ‘telephony’ self-service channel in the UK; with the platform becoming more prevalent in the utilities and finance sectors. Retail & distribution […]
Forum News: 10 ways to succeed at networking events…
Walking into an event room full of people you don’t know can be a scary experience. However, there are proven ways to conquer this fear and make networking an enjoyable and a useful process to do business. Here, we share 10 of the best practices to eradicate those networking nerves. 1. Plan ahead: Try to […]
Guest Blog, Gail Partridge: Making self-service work for your call centre…
The idea that customers can manage their own customer queries almost sounds like a contradiction. However, self-service has become a growing trend in the call centre industry for some time now, and is set further increase its status as consumers look to adopt convenient customer experience solutions. Gail Partridge, consultant at PeopleTECH, examines how the […]
Industry Spotlight: ‘Customer of the Future’ report details expected consumer self-awareness within the next decade…
According to new research conducted by The Institute of Customer Service, the current indecisiveness of the country’s economic and political landscape will present a further opportunity to empowering to a ‘new breed’ of customer. Determining 12 key ‘factors of change’ expected to outline the business landscape in 2025, the ‘Customer of the Future’ report also highlights a series of potential scenarios facing UK organisations and suggests […]
Telsis and Cirpack form technology-based partnership…
In a bid to deliver vast improvements to service intelligence offerings, the network intelligence solutions provider, Telsis has teamed up with cloud software company, Cirpack, to create an innovative technology and re-seller partnership approach for agents and service providers to protect their average revenue per user (ARPU), among other areas. Furthermore, by connecting with Telsis’ […]
Conversocial launches ‘two way’ SMS channel with social customer service integration…
The leading social customer service engagement platform, Conversocial, has announced plans to launch an SMS channel with the aim to providing further support via the inclusion of Channel API and the integration of existing social customer service tools. In partnership with the cloud communications platform company, Nexmo, the ‘two-way conversational support’ channel will include a […]
Interactive Intelligence voted as ‘Leader’ in Magic Quadrant…
Interactive Intelligence, a global provider of cloud services for customer engagement and communications, has been positioned as a ‘Leader’ in the annual ‘Gartner 2016 Magic Quadrant for Contact Center Infrastructure, Worldwide’. Elected as a ‘Leader’ for an eight consecutive year, the company has proved its status in the report, which focuses on the abilities of […]
Guest Blog, Louise Roberts: The importance of staff engagement…
Louise Roberts is head of resources at RSVP. Based at the Docklands, London office, her role involves overseeing all areas of human resources, recruitment, facilities and social media. Starting her career on the phones 15 years ago, Louise has worked across many areas of the business, including as a PA and account manager. A significant […]
Industry Spotlight: Engagement Optimization set to change the customer journey experience…
Described by its director, Andrew Mishalove as a community for professionals to work ‘collectively to help each other achieve positive outcomes’, Engagement Optimization (EO) – developed by the contact centre enterprise solutions provider, CallMiner Eureka – is a platform for call centre and customer care professionals to proactively communicate on the best tools and practices to incorporate in customer journey strategies. Open to relevant industry […]