Jabra unveils customer service challenges report…
Surveying an approximate 3,200 ‘customer centric profiles’ in seven countries, a White Paper conducted by headset manufacturer, Jabra, has revealed that 73 per cent of decision-makers in call centric environments are experiencing an increase in the intricacy of customer queries. The research, which monitored areas including; the value of call-centric workers; complexities surrounding digital transformation […]
Ventrica plans to expand its workforce after industry award win…
After winning the Contact Centre of the Year industry accolade at the London & South East Contact Centre Awards on May 20, the Southend-based call centre, Ventrica, has declared its commitment to creating 70 new positions during the course of this year. Considered to be one of the largest employers in the area, Ventrica’s managing […]
Looking to improve your customer experience?
In this ‘Age of the Customer’, great customer experience is expected every time. We’d like to share with you some of the techniques you can use to improve performance, transform customer engagement, increase productivity (by 25%) and reduce costs within your contact centre. Join us on our summer webinar series. Invest and reap the rewards […]
The Evolution of UK Call Centres
Over the last thirty years, call centres have changed dramatically. Advances in technology and online communication channels have brought about a shift in customer expectations. Successful call centres have adapted to meet these new challenges. The result is that today’s call centres are more dynamic and adaptive with a streamlined and strategic approach to handling […]
Another successful event for the Call Centre & Customer Services Summit
Taking place on the 18th and 19th April 2016 at the outstanding Radisson Blu Hotel, London Stansted, the Call Centre & Customer Services Summit returned for its 13th year this 2016. The event brought the industry’s most-sought after product and service providers, prominent industry influencers and senior decision-makers together for two days of ideas, inspirations, […]
‘Huge risk’ of financial fraud for mobile banking customers using SMS passcodes…
Aspect Software’s latest blog has issued a stark warning about the risk of financial fraud for mobile banking customers if banks continue to use SMS alone to send one-time passcodes (OTPs) to mobile devices to authenticate transactions. Keiron Dalton, mobile security expert and Senior Director of Customer Strategy & Innovation at Aspect, suggests in his […]
Call Centre & Customer Services Summit: Bigger and better than ever!
Call Centre & Customer Services Summit: Bigger and better than ever! With over 25 successful events under its belt; the Call Centre and Customer Services Summit is set to return bigger and better than ever this 2016 with an array of new delegates, increasingly innovative product and service providers and even more seminars packed into […]
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 […]