Email in contact centres: 5 reasons to give it a second chance
Colin Hay at Puzzel assesses the latest research and believes it’s time to raise the bar for humble emails… Despite being the first of the non-voice multimedia channels, email was initially doomed to failure when it was introduced well over 10 years ago. With response times stretching into many days, if not weeks, appalling levels […]
GUEST BLOG: Are efforts to reduce contact centre volumes harming your customer experience?
By Synthetix Customer experience in one industry sets the bar and shapes expectations for all experiences. This has never been more true and applies to many aspects of our lives. I wonder how many people have walked into a hair salon, clenching a photo of what they would like their hair to look like, just […]
Jabra launches Engage headset brand
Jabra has rolled out a new headset brand, promising noise-cancelling microphones, three times user density, new security features and long-range mobility. The Denmark-based company says Engage is a new class of DECT wireless professional headset, having been designed following research into the challenges facing call-centric businesses. As such, Jabra say the range is a response […]
Last chance to register for the Call Centre & Customer Services Summit
Time is running out for you to join 65 other industry peers at the Call Centre & Customer Services Summit, which takes place on April 23rd & 24th at the Radisson Blu Hotel, London Stansted. This highly-focused event will put you in touch with innovative new suppliers and solution providers, as well as giving you […]
New management team at Forum Events
Forum Events – the company behind the Call Centre & Customer Services Summit – has a new management team to take the business forward. Longtime Managing Director Sarah Beall (pictured) has joined the Board of Directors, sitting alongside Finance & Operations Director, Gill McCaughay, and New Business Director, Gill Woods. Erstwhile Chairman Paul Rowney – […]
8 ways to re-energise customer service
Turning customer interactions into opportunities is easier than you think, according to Colin Hay, vice president of sales at contact centre Puzzel. The trick, he says, is to keep it simple and to give contact centres the ‘wow’ factor with some quick and easy wins. “Improving customer satisfaction and turning every interaction into an opportunity […]
FREE GUIDE: The cure for the common call
By Synthetix No-one likes waiting. Untimely responses to customer queries are one of the hallmarks of poor customer service and precious time wasted. A recent study by the Institute of Customer Service concluded that the UK public waste millions of hours trying to resolve customer support issues from their workplace. This disruption in employee productivity […]
RECOMMENDED: Jabra Biz Headsets
Denmark-based Jabra is a manufacturer of earbuds, headsets, portable conferencing devices and more. Jabra Biz 2300 Jabra Biz 2300 is a headset designed and developed with contact centre agents in mind. Built to survive in a high-performing contact centre, the Biz 2300 will result in fewer headset replacements and less agent downtime: all helping to […]
Conversocial taps onto China with WeChat integration
Conversocial has added WeChat support, tapping its platform into the power of the huge Chinese social messaging network. The integration enables customer care teams to leverage intelligent agent routing, conversational filtering and prioritisation, robust workflows, and real-time analytics to deliver digital care over WeChat. WeChat represents an audience of over 1 billion users in China, with […]
INDUSTRY SPOTLIGHT: Aegis Customer Experience Management
Aegis is one of the leading global business services providers of customer experience management. For 30 years, we have been the go-to experience creator for global giants across multiple industry verticals. Aegis has a presence in 9 countries with operations being supported from 46 delivery locations managing over one billion moments-of-truth being supported by over […]
