Kura becomes ‘largest independent outsourcer in the UK’
Kura has announced the acquisition of Parseq Limited’s contact centre division and Stellar UK Limited and in doing so says it has become the UK’s largest independent Outsourcer, employing around 3,000 people and with sales of £75m. These deals follow quickly on the heels of the announcement of a Joint Venture with Trident Investments based […]
GUEST BLOG: Creating an effective Knowledge Base
By Helen Thain, Content Manager, Adexchange The mind of a Contact Centre Manager is constantly whirring with ways to reduce agent workload whilst improving customer experience. An impossible task? I don’t think so. Behind every good agent is a solid and reliable Knowledge Base. An effective Knowledge Base, to help resolve customers simple and frequently occurring […]
GUEST BLOG: Most customers hate AI & chatbots for this reason…
By IFS | mplsystems There’s no doubt that artificial intelligence is going to be more and more common in customer service and support interactions. Its versatility in expanding self-service options across channels, ability to capture robust customer insights, and efficiency in handling contacts make it a very attractive investment for contact centre leaders. Customers realise […]
Join us at the Call Centre & Customer Services Christmas Party!
Yes, we know it’s still officially the summer, but we’re already looking ahead to the Christmas party season – and we’d like to invite you to join us for an evening of networking and festive cheer! The Call Centre & Customer Services Christmas Party, sponsored by Ctalk – The Contact Centre System, will gather together […]
INDUSTRY SPOTLIGHT: Capgemini Odigo – Cloud Contact Centre & Digital Communications
Give your customers an all-channel experience… Higher customer expectations With the rise of web, mobile, social media and the Internet of Things (IoT), many companies are experiencing a dramatic increase in the number of customers points of contact. Companies need to properly manage their customers’ requests, claims and any type of contact that they would […]
Eight tips to minimise customer effort and maximise customer satisfaction
Making life easier for customers is the first step towards brand loyalty and business success. Magnus Geverts at Teleopti shares his eight top tips for reducing customer effort in contact centers… All customers want is a quick and easy answer to their enquiries. It might sound simple but the two biggest annoyances for customers, which […]
INFOGRAPHIC: Behaviour change is broken
Change programmes don’t work. Even studies from those like McKinsey, who are in the change business, show 70% of change programmes fail to return any real benefit. The reasons for this are known – front line workers feel ‘done to’ & passively resist any change, & first line managers don’t model the desired behaviours, & […]
FREE DEMO: Leverage Your Data. Coach Your Team. Make Customers Happy
i2x is a real-time speech analytics and communication coaching solution for your sales or support team. Powered by artificial intelligence, i2x aims to optimize all customer conversations on the phone, leading to improved customer satisfaction, skilled agents and higher sales. Agents in sales are often the single point of personal contact for customers and therefore, […]
GUEST BLOG: Why contact centres are declaring war against bots
By Synthetix Managing a large group of loud personalities, having to forecast and plan resources tightly against projected inbound contact, meeting big targets and running countless meetings, if this sounds like your typical day, you must be in the profession of overseeing a contact centre. Finding time to think about and plan what needs to […]
INDUSTRY SPOTLIGHT: Capgemini Odigo – Delivering seamless customer engagements
We live in a world of innovation and a wealth of insights about our customers, the holy grail for many companies is to deliver frictionless engagements for customers but, this is proving to be an elusive end goal for many. With the realities of web, mobile, social media and the Internet of Things (IoT), companies […]
